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For Companies At a Glance
- Tasks: Lead and scale the Customer Success function to ensure customer satisfaction and value.
- Company: Join TRI, a leader in Risk-Based Quality Management for clinical trials.
- Benefits: Enjoy flexible remote work, generous holiday, and market-leading salaries.
- Why this job: Make a real impact in clinical trials while driving customer success and innovation.
- Qualifications: Proven experience in SaaS Customer Success and strong analytical skills required.
- Other info: Access to training, health support, and enhanced pension contributions.
The predicted salary is between 90000 - 100000 £ per year.
About the role
At TRI, our mission is to make Risk-Based Quality Management (RBQM) simple; making it accessible, understandable, and actionable for clinical trials of any scale and complexity. We develop innovative technologies and simplified solutions to empower research organizations and sponsors, ensuring the highest standards of trial integrity and participant safety.
As the Head of Customer Success, you will be responsible for building, leading and scaling Triumph’s Customer Success function to ensure customers achieve measurable value from the SaaS platform and services. This role will drive customer health, retention, expansion and satisfaction by partnering closely with Operations (Implementation and Product Support services), Product Development and Commercial teams. The Head of Customer Success will embed a proactive, data-driven approach to customer engagement, ensuring customers adopt best practices for RBQM in clinical trials, while maximising the strategic and operational value from Triumph solutions.
Customer Strategy, Leadership and Value Management
- Define and execute TRI's Customer Success strategy, aligned with company objectives
- Create a scalable CS operating model covering onboarding, adoption, value realisation, renewal and advocacy
- Develop strong executive-level relationships with customers to understand their RBQM objectives and challenges
- Ensure customers achieve measurable value, leveraging Triumph’s technology, services and best-practice frameworks
- Implement and oversee customer satisfaction (CSAT), net promoter scores (NPS) and advocacy programs.
Operational Excellence and Customer Health
- Define customer health metrics and ensure consistent monitoring and reporting
- Introduce systems, tools and dashboards to track adoption, engagement and risk signals
- Drive retention and minimise churn through targeted interventions and predictive analytics
- Champion continuous improvement across the customer lifecycle.
Cross-functional Collaboration
- Partner with Operations to ensure seamless customer onboarding and transition to business as usual (BAU)
- Partner with Product Support function to centralise information, identify trends, implement early warning systems and establish clear protocols for “hand-offs”
- Work closely with Product to communicate customer feedback, feature requests and market insights
- Collaborate with Commercial function on renewal planning, upsell and cross sell opportunities and strategic account development.
Process and Framework Development
- Build and maintain scalable playbooks for onboarding, adoption, support and renewal
- Develop customer segmentation models and tailored engagement strategies
- Implement success planning and customer journey mapping frameworks
Your skills & qualifications
- Proven experience leading Customer Success in SaaS environment within eClinical sector
- Strong understanding of RBQM in clinical trials
- Demonstrated ability to build and scale high-performing customer success teams
- Excellent stakeholder management and communication skills, including executive-level engagement
- Strong analytical skills with experience using customer health and adoption metrics
- Ability to collaborate effectively with internal stakeholders, including operations, product support, product and commercial functions
- Strategic thinker but with a hands‑on approach
Benefits & compensation
- Salary - £90,000 - £100,000 Depending on Experience
- Flexible, remote‑first working.
- Generous holiday as standard. We offer 27 days holiday, with a company shutdown between Christmas and New Year.
- Extra holiday on top. For every full year you are with TRI, you will earn an extra day of holiday, up to a maximum of 30 days.
- Carefully considered, market‑leading salaries. We regularly benchmark our salaries to make sure we are offering at the top end of the scale.
- Enhanced pension offer. Following your probation period, you can opt in to our enhanced pension contributions arrangement.
- Health and well‑being support. We offer all employees a health cash plan with Simply Health.
- Life cover. You will be covered at four times your salary from day one.
- Training and development. We make sure that you are able to reach your full potential with TRI by offering you access to training and development.
Head of Customer Success in Cambridge employer: Triumph Research Intelligence
Contact Detail:
Triumph Research Intelligence Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success in Cambridge
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at TRI or similar companies. A friendly chat can open doors and give you insights that might just help you land that Head of Customer Success role.
✨Tip Number 2
Prepare for interviews by diving deep into TRI's mission and values. Show us how your experience aligns with our goals in Risk-Based Quality Management. Tailor your answers to reflect our focus on customer success and data-driven strategies.
✨Tip Number 3
Don’t just wait for job openings—create opportunities! If you see a gap in TRI’s customer success strategy, pitch your ideas. This proactive approach shows initiative and could make you stand out as a candidate.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to showcase your enthusiasm for joining TRI and contributing to our mission.
We think you need these skills to ace Head of Customer Success in Cambridge
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in Customer Success, especially in the SaaS and eClinical sectors. We want to see how your skills align with our mission at TRI!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve driven customer satisfaction and retention in previous roles. We love numbers, so if you can quantify your success, even better!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can build strong relationships with customers, so showing your communication style and approach will help us get to know you better.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Triumph Research Intelligence
✨Know Your RBQM Inside Out
Make sure you have a solid understanding of Risk-Based Quality Management and its application in clinical trials. Brush up on the latest trends and technologies in the eClinical sector, as this will show your passion and expertise during the interview.
✨Showcase Your Customer Success Experience
Prepare specific examples from your past roles where you've successfully led customer success initiatives. Highlight how you built relationships with clients, drove retention, and implemented strategies that resulted in measurable value for customers.
✨Demonstrate Analytical Skills
Be ready to discuss how you've used data to drive customer engagement and satisfaction. Bring examples of customer health metrics you've defined and monitored, and how those insights led to improved customer outcomes.
✨Emphasise Cross-Functional Collaboration
Talk about your experience working with different teams, such as Operations, Product Support, and Commercial functions. Share how you’ve facilitated seamless onboarding and transitions, and how you’ve communicated customer feedback to influence product development.