At a Glance
- Tasks: Lead customer success initiatives and deliver engaging training for our innovative health platforms.
- Company: Join a mission-driven HealthTech start-up transforming paediatric care.
- Benefits: Enjoy flexible working, generous leave, and a personal training budget.
- Other info: Be part of a diverse team dedicated to improving patient experiences.
- Why this job: Make a real impact in healthcare while developing your skills in a supportive environment.
- Qualifications: Experience in training and customer engagement, preferably in B2B or healthcare.
The predicted salary is between 30000 - 40000 £ per year.
We are at an exciting stage in our growth as a regulated digital health company, with increasing traction in the clinical trials and life sciences space. As we scale our customer base, ensuring that clinical site staff and end-users can confidently adopt and use our platform is critical to delivering strong outcomes for sponsors, sites, and patients. This is a fixed term position (maternity cover) to start in May 2026 and last 12 months until May 2027.
The Role
As a Customer Success Manager, you will ensure successful adoption of the Trial Flow and Little Journey platforms across sites. You'll deliver high‐quality live and recorded training, enabling site staff and end‐users to confidently use the platform. Following implementation, you will take ownership of ongoing customer success activities, maintaining strong engagement with site staff and proactively identifying opportunities to improve adoption and user experience. You'll work closely with Delivery, Commercial, and Product teams, acting as a voice of the customer to ensure feedback is captured and translated into meaningful improvements. The role will report to our Delivery Lead and will be part of the broader Ops team. This is a full‐time role, either hybrid (Leeds) or fully remote in the UK. Travel may be required from time to time. We cannot sponsor visas to work in the UK.
Key Responsibilities
- Onboarding & Enablement
- Develop and evolve site onboard materials and processes, including delivering engaging live and recorded training sessions for clinical trial site staff and end users.
- Provide product demonstrations and walkthroughs tailored to different user roles.
- Develop and maintain scalable training materials and recorded resources to support consistent onboarding.
- Ensure site staff feel confident using the platform following training.
- Customer Success, Customer Support & Product Expertise
- Take ownership of customer success activities following implementation, ensuring successful adoption at clinical sites.
- Maintain regular engagement with site staff to gather feedback and address queries.
- Identify opportunities to improve site engagement and product usage.
- Act as a subject‐matter expert on our platforms, clearly explaining features and workflows.
- Provide support for site staff and partner queries, including basic troubleshooting.
- Document and escalate bugs, usability issues, and customer feedback to internal teams.
- Internal Collaboration
- Act as the voice of the customer, sharing insights with Product, Delivery, and Commercial teams.
- Support Delivery Managers with training materials and implementation activities where required.
- Collaborate cross‐functionally to improve customer experience and product adoption.
- Renewal Enablement (Healthcare / Community Product) (less than 20% of time)
- Enable off‐the‐shelf renewals of our healthcare / community product.
- Collaborate with our finance and operations teams to manage renewal invoices or changes to terms or contracts.
- Provide limited operational support in cases of product issues or defects, escalating internally as required.
Requirements
- Required: Experience delivering training, onboarding or enablement to end users, with the ability to explain complex concepts clearly.
- Proven ability to drive customer adoption and engagement.
- Experience working directly with B2B customers.
- Desirable: Experience in healthcare, clinical trials or other regulated environments.
- Experience supporting customer success post‐implementation.
- Familiarity with creating scalable training materials.
- Exposure to cross‐functional working with Product, Delivery or Commercial teams.
Benefits
- 28 days annual leave per year (plus public holidays) pro rata.
- £500 annual training budget (pro rata).
- £200 home working budget (one‐off).
- Up to 6% pension match (salary sacrifice).
- Flexible working with core hours.
- Enhanced (family & parental) leave policies.
About Little Journey
Little Journey was founded by Dr Chris Evans, a paediatric anaesthetist and researcher who witnessed first‐hand the impact that procedural anxiety, poor preparation, and inconsistent communication can have on patient experience, engagement, and clinical outcomes. Partnering with Sophie Copley, an expert in human‐centred product design, the healthcare platform was developed and demonstrated significant benefits in improving care efficiency, compliance and patient experience. It was rapidly adopted across the NHS supporting children undergoing surgery, before being expanded to support a wide variety of common procedures. Building on this initial success, Little Journey expanded into clinical trials, applying the same principles of personalised education, emotional support, and engagement to research settings. Our Life Science platform supports trial participants and their families across therapeutic areas, to alleviate the burdens they face as they navigate participating in a clinical trial. The platform is now a global solution, and we work with major pharmaceutical companies. Little Journey is a Series A HealthTech start‐up, and we are a highly collaborative, mission‐driven organisation with a team of about 30 (including Product & Tech, Sales & Marketing, Operations & Delivery). We aim to change the future of personalised paediatric care, one empowered family at a time. We value honesty and integrity, trust and accountability, reflection and learning, proactive thinking, and a deep commitment to helping others.
Diversity & Inclusion
We encourage people from all walks of life to apply and strive to eliminate unconscious bias in our recruitment process. We do not discriminate on ethnicity, religion, sexual orientation, gender identity, veteran or parental status or disability. We encourage candidates from underrepresented groups to apply. If you need adjustments made to our application process, to help accommodate any disabilities, please let us know on hr@littlejourney.health.
Customer Success Manager (FTC) in Leeds employer: Little Journey
Little Journey is an exceptional employer, offering a dynamic and collaborative work environment that prioritises employee growth and well-being. With flexible working arrangements, a generous annual leave policy, and a commitment to professional development through training budgets, we empower our team to thrive while making a meaningful impact in the healthcare sector. Join us in our mission to transform paediatric care and be part of a passionate team dedicated to improving patient experiences across clinical trials and beyond.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (FTC) in Leeds
✨Tip Number 1
Get to know the company inside out! Research Little Journey's mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Success Manager. Highlight your training and onboarding skills, and be prepared to share examples of how you've driven customer engagement in the past.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider insights and potentially a referral, which can really boost your chances of landing the job.
✨Tip Number 4
Don’t forget to follow up! After interviews, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Success Manager (FTC) in Leeds
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in training and customer success. We want to see how your skills align with our mission at Little Journey!
Showcase Your Communication Skills:As a Customer Success Manager, clear communication is key. Use your application to demonstrate how you've effectively explained complex concepts in the past. We love seeing examples of your ability to engage with users!
Highlight Relevant Experience:If you've worked in healthcare or clinical trials, make that stand out! We’re keen on candidates who understand the unique challenges in these environments, so don’t hold back on sharing your relevant experiences.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with Little Journey!
How to prepare for a job interview at Little Journey
✨Know the Platforms Inside Out
Before your interview, make sure you’re familiar with the Trial Flow and Little Journey platforms. Understand their features and how they benefit clinical site staff and end-users. This will help you demonstrate your expertise and show that you can effectively support customer success.
✨Prepare for Training Scenarios
Since delivering training is a key part of the role, think about how you would approach training different user roles. Prepare examples of how you’ve successfully trained others in the past, and be ready to discuss how you would create engaging training materials tailored to various audiences.
✨Show Your Customer-Centric Mindset
Highlight your experience in driving customer adoption and engagement. Be prepared to share specific examples of how you’ve maintained strong relationships with clients and gathered feedback to improve their experience. This will show that you understand the importance of being the voice of the customer.
✨Collaborate and Communicate
This role involves working closely with cross-functional teams. Think of examples where you’ve collaborated with others to achieve a common goal. Emphasise your communication skills and how you can act as a bridge between customers and internal teams to enhance product adoption.
