[Hiring] Head of Customer Success @Triumph Research Intelligence

Role Description

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.

Key Responsibilities

• 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 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.

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.

Benefits

• Salary - £90,000 - £100,000 Depending on Experience.
• Flexible, remote-first working.
• Generous holiday as standard - 27 days holiday, with a company shutdown between Christmas and New Year.
• 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 with annual reviews.
• Enhanced pension offer after probation period with salary sacrifice scheme.
• Health and well-being support with a health cash plan.
• Life cover at four times your salary from day one.
• Training and development opportunities with regular reviews and goal-setting.