Little Journey

Customer Success Manager

• Deliver engaging live and recorded training sessions for clinical trial site staff and end users.
• Deliver product demonstrations and walkthroughs tailored to different user roles.
• Help maintain and improve training materials and recorded resources to support consistent onboarding.
• Ensure site staff feel confident using the platform following training.
• Maintain regular engagement with site staff to gather feedback and address queries.
• Help identify opportunities to improve site engagement and product usage.
• Provide support for site staff and partner queries, including basic troubleshooting.
• Document bugs, usability issues, and customer feedback clearly for internal teams.
• Work with Delivery, Product, Commercial and Ops team to support customer outcomes.
• Share 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.
• Provide light touch support for off the shelf renewals of our healthcare / community product.
• Provide limited operational support in cases of product issues or defects, escalating internally as required.

Customer Success Manager – FTC