Senior Customer Success Specialist (Medtech)

TL;DR

Senior Customer Success Specialist (Medtech): Driving product adoption and customer satisfaction for clinical solutions like UTD and Lexicomp with an accent on strategic training, technical troubleshooting, and relationship management. Focus on fostering long-term engagement within hospital and academic institutions through data-driven insights and clinical expertise.

Location: Must be based in Tokyo, Japan. Role requires 60% travel to customer sites.

Company

hirify.global is a global provider of professional information, software solutions, and services for clinicians, nurses, accountants, lawyers, and tax, finance, audit, risk, compliance, and regulatory sectors.

What you will do

• Design and execute effective product launch, onboarding, and training strategies for clinical departments.
• Deliver engaging onsite and remote training to end users to increase product awareness and usage.
• Provide highly specialized technical troubleshooting and resolve escalated customer inquiries.
• Monitor customer performance metrics and provide feedback to sales, marketing, and product teams.
• Develop and maintain strong relationships with key contacts and influencers at all levels.
• Mentor and provide guidance to junior team members on the customer success team.

Requirements

• Fluent in English and Japanese (written, reading, and spoken).
• Clinical background with experience in training or strategic planning.
• Valid driver's license and ability to travel to customer sites (approx. 60%).
• Bachelor's degree or equivalent.
• Strong technical aptitude with CRM software (e.g., Salesforce) and Microsoft Office.
• Experience with remote training and e-learning platforms.

Culture & Benefits

• Opportunity to work with industry-leading clinical decision support tools.
• Collaborative environment partnering with sales and support teams.
• Focus on professional development and mentorship.
• Commitment to maintaining a fair and authentic hiring process.