Senior Customer Success Specialist

TL;DR

Senior Customer Success Specialist (SaaS/MedTech): Managing the customer lifecycle and driving product adoption for Ovid solutions with an accent on building trust-based relationships and quantifying ROI. Focus on proactive account management, technical implementation support, and collaborating with sales to drive expansion and retention.

Location: Must be based in Tokyo, Japan

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

• Serve as the primary point of contact for assigned customers, ensuring a seamless experience from onboarding through renewal.
• Develop and execute tailored success plans to drive product adoption and measurable outcomes.
• Monitor customer health metrics and proactively address risks to retention.
• Support technical implementation activities, including configuration and optimization of Ovid solutions.
• Identify and qualify expansion and cross-sell opportunities based on customer needs and usage insights.
• Collaborate with internal teams including Sales, Product, and Support to advocate for customer needs.

Requirements

• Must be based in Tokyo, Japan.
• 1–3 years of experience in Customer Success, Account Management, or related client-facing roles.
• Strong analytical, troubleshooting, and presentation skills.
• Ability to manage multiple priorities and work cross-functionally.
• Valid driver’s license.
• Bachelor’s degree or equivalent.

Nice to have

• Experience with SaaS solutions in healthcare or medical research.
• Background in library sciences or clinical information systems.
• Technical proficiency in HTML, CSS, JavaScript, jQuery, PHP, or MySQL.
• Familiarity with CRM systems like Salesforce.

Culture & Benefits

• Opportunity to work in a global, professional environment.
• Focus on professional development and industry engagement.
• Collaborative team culture spanning APAC and global regions.
• Commitment to delivering exceptional customer experiences and measurable results.

Hiring process

• The process includes in-person interviews at a hirify.global office.
• Candidates are expected to participate without the assistance of AI tools or external prompts.