Customer Success Manager
Employer: Little Journey
Location: Either hybrid (Leeds) or fully remote in the UK. Travel may be required from time to time.
Temporary: This is a fixed term position (maternity cover) to start in May 2026 and last 12 months until May 2027.
Working hours: Flexible working with core hours
Salary: Not listed
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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 RoleAs 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.
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