Customer Success Associate

The Role



We’re looking for a motivated self-starter who wants to play a key role in a growing health

tech company. At Stitch, we’re on a mission to improve the patient experience in clinical

trials, and a big part of that is making sure our customers can successfully launch and adopt

our patient engagement platform.

As a Customer Success Associate, you’ll take ownership of customer implementations from

configuration through rollout and adoption. You’ll work closely with Stitch’s technical and

commercial teams to deliver a smooth, responsive, and customer-focused deployment

experience.

You’ll be responsible for tracking implementation progress, monitoring key success metrics,

and coordinating support where needed to keep customers moving forward. Success in this

role means ensuring customers quickly see value and fully adopt Stitch.

This role is a great fit if you:

• Have 1-2 years’ experience in a client facing role (e.g. customer success, account

management) at a tech company, and want more responsibility

• Enjoy moving fast, figuring things out, and ensuring the right level of process
• Want to grow quickly by working closely with experienced founders and team

What you’ll do

Deployment Management

• Run customer onboarding projects end to end, acting as the central point of
• coordination
• Partner with clients and our technical team to configure and test the Stitch application
• prior to deployment to patients
• Monitor and report on project progress, and take initiative to resolve issues before
• they become problems for customers

Customer Feedback and Support

• Provide ongoing technical and operational support to customers
• Review incoming support requests and triage to the correct Stitch internal team for action
• Own the maintenance and development of training materials

Stakeholder Engagement

• Work closely with the Stitch technology and commercial teams to ensure client needs are understood, prioritised and addressed
• Be the primary point of contact for clients, providing regular updates and support
• Continue engagement with clients post deployment to ensure the full adoption and usage of the application

Skills

• Strong organisational and planning skills
• Excellent relationship management abilities
• Experience working within Digital Health or Clinical Trials Technology
• Knowledge of technology adoption and customer success best practices

Requirements

• One to two years experience in a customer success, service or support management
• role in a tech company
• Degree level qualification in technical or scientific discipline
• Excellent communication, stakeholder management, and decision-making skills
• Demonstrated ability to handle client escalations, complaints, and high-pressure situations

Nice to have

• Experience working in early stage startups
• Experience in the Health or Clinical Research sector
• Experience driving change management and process improvements

About Stitch

We’re Stitch, a fast-growing health tech startup focused on one of the biggest problems in

clinical research - keeping participants engaged in clinical trials.

When participants have a poor experience, they drop out. That slows trials down, drives up

costs, and delays life-saving treatments reaching patients. We believe the biggest

opportunity in clinical research today is fixing that experience. By making trials easier,

clearer, and more human for participants, we help research move faster.

Our team brings together experience from leading life sciences technology companies and

high-growth consumer startups. We’re backed by top VCs, angel investors, startup

operators, and leaders in the clinical trial technology space.

We’re still early, which means real ownership, a steep learning curve, and the chance to

shape how the company grows. If you want to work in a mission-driven startup where your work directly impacts patients and customers, Stitch is a great place to build your career.