Customer Success Lead

Heidi Health
Tokyo
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Organisational skills","Autonomy","Communication","Problem-solving"]

Own clinical customer adoption in Japan as the first on-the-ground clinical operations presence. Lead onboarding and implementation from discovery to go-live, train clinicians during critical adoption phases, and map real Japanese care workflows so Heidi’s templates and outputs fit local practice. Triage clinical and template questions, escalate when needed, and capture field learnings to improve Heidi with Customer Success and Product. Build and scale Japan enablement playbooks and self-serve resources.

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Heidi Health
Heidi Health
1 month ago

Customer Success Lead

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Last checked: 16 hours agoStatus: Live

Job Summary

Own clinical customer adoption in Japan as the first on-the-ground clinical operations presence. Lead onboarding and implementation from discovery to go-live, train clinicians during critical adoption phases, and map real Japanese care workflows so Heidi’s templates and outputs fit local practice. Triage clinical and template questions, escalate when needed, and capture field learnings to improve Heidi with Customer Success and Product. Build and scale Japan enablement playbooks and self-serve resources.
Location: Tokyo
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Lead onboarding and implementation for Japanese customers from discovery through go-live, working with clinicians and onsite operational staff.
  • •Travel regularly to customer sites during critical adoption phases to deliver training and resolve friction in real time.
  • •Map Japanese clinical workflows across specialties and settings, then configure Heidi (templates, documentation outputs, consultation styles) accordingly.
  • •Triage and resolve clinical and template-related questions, fixing directly or escalating when needed.
  • •Capture field learnings and feed them back to Customer Success and Product, and build/scale the Japan clinical enablement playbook and self-serve resources.
Travel: Medium travel

Key Requirements

  • •Clinical background (medical, nursing, allied health) with practice experience understanding clinician documentation demands across specialties.
  • •Fluency in Japanese and English to support end users and present to clinical leadership.
  • •Experience in a customer-facing, implementation, or clinical operations role, ideally in healthtech or a SaaS environment.
  • •Comfort building process where little exists, as Japan is an early market requiring hands-on figuring things out.
  • •Strong organisational skills to run multiple onboardings and manage site visits across the country.
Experience:HealthtechSaaS
Skills:Organisational skillsAutonomyCommunicationProblem-solving
Languages:JapaneseEnglish

Company Brief

Heidi Health
Builds an AI medical scribe and clinical productivity platform that automates documentation, form-filling, and task management to expand clinician capacity across hospitals, GP clinics and specialist services worldwide.
Industry: HealthTech
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Valuation: USD 250M to 500M
Funding: Series B
Headquarters: Melbourne, Australia
Founded: 2019
Glassdoor
Glassdoor: 4.7
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