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.