Customer Success Manager, Little Journey

• 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

• 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
• 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
• 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
• 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
• 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