Customer Success Manager – FTC

Little Journey

Customer Success Manager supporting onboarding and training for clinical trial platforms. Collaborating with staff and users, improving engagement and product usage effectively.

Posted 5/28/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

training materials creationproduct demonstrationsbasic troubleshootingcustomer feedback documentationonboarding supportimplementation supportcustomer success activitiesvideo callswebinarsonline sessions

Soft Skills

strong communicationcollaborative mindsetcross-functional collaborationengagement improvementcustomer experience enhancementconfidence buildingfeedback gatheringproblem-solvingadaptabilitysupportive attitude

Tools & Technologies

SaaS platformshealthcare technologyvideo conferencing toolswebinar softwarecontent management systemscustomer relationship management systemstraining softwarecollaboration toolsdocumentation toolsanalytics tools

Industry Keywords

healthcareregulated industriesclinical trialscustomer enablementproduct adoptionsite engagementuser rolesproduct usageoperational supportcustomer outcomes

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Experience in a customer-facing roles within SaaS, technology or healthcare
Experience presenting and delivering training sessions to customers or end users through video calls, webinars or online sessions
Strong communication skills with the ability to explain processes and products clearly
Collaborative mindset and a willingness to work cross functionally
Experience supporting onboarding, implementation, customer success or enablement activities
Experience working in healthcare or similar regulated industries
Experience creating training materials, guides or recorded onboarding content
Exposure to cross-functional working with Product, Delivery or Commercial teams

Benefits

Comp & perks

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