Customer Success Manager (Clinical Solutions)

Location: Full-time position based in Tokyo, Japan, near Tamachi station, with a hybrid working arrangement.

Company

hirify.global is a global information and analytics company providing evidence-based information, data, analytics, and digital solutions for healthcare, science, research, and education.

What you will do

• Develop and execute customer success plans for hospitals, university medical centers, and other healthcare organizations in Japan.
• Drive adoption of ClinicalKey, ClinicalKey AI, and other hirify.global clinical solutions through onboarding, training, webinars, workshops, consultations, and ongoing engagement.
• Build trusted relationships with doctors, nurses, faculty, librarians, administrators, IT teams, department leaders, and executives through regular check-ins, QBRs, and ABRs.
• Monitor usage, engagement, and satisfaction to identify risks, opportunities, and areas for improvement.
• Identify at-risk customers and develop retention plans supporting renewals and long-term partnerships.
• Share customer insights and usage trends with Sales, Account Management, Product, Content, Marketing, and global Customer Success teams to support account development and improve the customer experience.

Requirements

• Experience in Customer Success, Account Management, Consulting, Customer Support, or another customer-facing role.
• Strong customer relationship management and stakeholder engagement skills, with the ability to drive adoption, retention, and long-term value.
• Excellent presentation, facilitation, communication, and customer training skills.
• Strong analytical, problem-solving, and organizational skills, including the ability to manage multiple priorities independently.
• High-level Japanese communication skills and intermediate or above English for collaboration with global teams.
• Experience using CRM platforms such as SFDC and working with customer usage and engagement data.
• Customer-focused, proactive, accountable, and comfortable working across teams and cultures.
• Curiosity about emerging technologies, particularly AI and its application to healthcare and customer success.
• Bachelor’s degree or higher.

Nice to have

• Background in healthcare, nursing, SaaS, e-learning, clinical decision-support, or medical information products.
• RN qualification or nursing education experience.

Culture & Benefits

• Hybrid working arrangement in Tokyo with a focus on work-life balance.
• Wellbeing initiatives and country-specific benefits.
• Shared parental leave, study assistance, and sabbaticals.
• Collaboration with global teams across Sales, Account Management, Product, Content, Marketing, and Customer Success.