Head of Customer Success at Triumph Research Intelligence

Cambridge, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

12 Aug, 26

Salary

100000.0

Posted On

14 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Leadership, SaaS Management, RBQM, Stakeholder Management, Customer Health Metrics, Churn Reduction, Strategic Planning, Executive Engagement, Customer Journey Mapping, Cross-functional Collaboration, Analytical Skills, Customer Segmentation

Industry

IT Services and IT Consulting

Description

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. We are looking for someone who can lead: 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 insights Collaborate with Commercial function on renewal planning, upsell and cross sell l 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 the 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 Our company culture 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 wellbeing every day. Our Optimise Level 5 plan 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. About Triumph Research Intelligence About OPRA (Operational Platform for Review and Analytics) Contact details About us At TRI, our mission is to make Risk-Based Quality Management 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. Our History! 2013 Establishing our foundation in Cambridge, UK TRI marked its entry into the world of clinical trial quality management by opening our first office in the historic and intellectually vibrant city of Cambridge. This milestone symbolized our commitment to innovation and excellence, setting the stage for a future where research and technology converge to redefine industry standards. 2016 Introducing OPRA, a new era of monitoring Our journey took a significant leap forward in 2016 with the launch of OPRA-CM, our centralized monitoring platform. Designed with precision and user experience in mind, OPRA-CM revolutionized how research data is monitored, ensuring higher quality, efficiency, and compliance in clinical trials. This innovation underscored our dedication to transforming research methodologies through smart technology. 2020 Further advancing risk management In 2020, TRI once again pushed the boundaries of quality management by unveiling our advanced risk assessment and management tool, OPRA-RAM. This tool was developed to empower researchers to proactively identify, evaluate, and mitigate risks in their studies, ensuring the utmost integrity and reliability of research outcomes. This launch not only highlighted our ongoing commitment to safety and excellence but also set new benchmarks in research risk management.

Responsibilities

Build and scale the Customer Success function to drive customer health, retention, and expansion for the SaaS platform. Lead the strategy for onboarding, adoption, and value realization while partnering with Product and Commercial teams.