About the role
At TRI, our mission is to make Risk-Based Quality Management (RBQM) simple; making it accessible, understandable, and actionable for clinical trials of any scale and complexity. We develop innovative technologies and simplified solutions to empower research organizations and sponsors, ensuring the highest standards of trial integrity and participant safety.
As the Head of Customer Success, you will be responsible for building, leading and scaling Triumph’s Customer Success function to ensure customers achieve measurable value from the SaaS platform and services.
This role will drive customer health, retention, expansion and satisfaction by partnering closely with Operations (Implementation and Product Support services), Product Development and Commercial teams. The Head of Customer Success will embed a proactive, data-driven approach to customer engagement, ensuring customers adopt best practices for RBQM in clinical trials, while maximising the strategic and operational value from Triumph solutions.
Customer Strategy, Leadership and Value Management
- Define and execute TRI's Customer Success strategy, aligned with company objectives
- Create a scalable CS operating model covering onboarding, adoption, value realisation, renewal and advocacy
- Develop strong executive-level relationships with customers to understand their RBQM objectives and challenges
- Ensure customers achieve measurable value, leveraging Triumph’s technology, services and best-practice frameworks
- Implement and oversee customer satisfaction (CSAT), net promoter scores (NPS) and advocacy programs.
Operational Excellence and Customer Health
- Define customer health metrics and ensure consistent monitoring and reporting
- Introduce systems, tools and dashboards to track adoption, engagement and risk signals
- Drive retention and minimise churn through targeted interventions and predictive analytics
- Champion continuous improvement across the customer lifecycle.
Cross-functional Collaboration
- Partner with Operations to ensure seamless customer onboarding and transition to business as usual (BAU)
- Partner with Product Support function to centralise information, identify trends, implement early warning systems and establish clear protocols for “hand-offs”
- Work closely with Product to communicate customer feedback, feature requests and market insightsCollaborate with Commercial function on renewal planning, upsell and cross sell opportunities and strategic account development.
Process and Framework Development
- Build and maintain scalable playbooks for onboarding, adoption, support and renewal
- Develop customer segmentation models and tailored engagement strategies
- Implement success planning and customer journey mapping frameworks
Your skills & qualifications
- Proven experience leading Customer Success in SaaS environment within eClinical sector
- Strong understanding of RBQM in clinical trials
- Demonstrated ability to build and scale high-performing customer success teams
- Excellent stakeholder management and communication skills, including executive-level engagement
- Strong analytical skills with experience using customer health and adoption metrics
- Ability to collaborate effectively with internal stakeholders, including operations, product support, product and commercial functions
- Strategic thinker but with a hands‑on approach
Benefits & compensation
- Salary - £90,000 - £100,000 Depending on Experience
- Flexible, remote‑first working. You will be able to enjoy all the benefits of working from home, with access to coworking spaces close to you if required (via Hubble membership).
- Generous holiday as standard. We offer 27 days holiday, with a company shutdown between Christmas and New Year. Sometimes we also offer an extra, discretionary, paid day off to celebrate a specific company success.
- Extra holiday on top. For every full year you are with TRI, you will earn an extra day of holiday, up to a maximum of 30 days.
- Carefully considered, market‑leading salaries. We regularly benchmark our salaries to make sure we are offering at the top end of the scale. You will have your salary reviewed annually.
- Enhanced pension offer. Following your probation period, you can opt in to our enhanced pension contributions arrangement. It’s a salary sacrifice scheme, paid on your full salary (not just the ‘qualifying amount’), which means you get better pension contributions alongside valuable tax and National Insurance savings.
- Health and well‑being support. We offer all employees a health cash plan with Simply Health, allowing you to look after your health and well‑being every day. Our Optimise Level5plan includes cash back for a huge range of health services, including dental and optical, Virtual GP, face to face counselling and more.
- Life cover. You will be covered at four times your salary from day one, paid as a tax‑free lump sum to your named beneficiary.
- Training and development. We make sure that you are able to reach your full potential with TRI by offering you access to training and development, plus regular reviews and goal‑setting with your line manager.
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