Customer Success Lead

The role

You will lead onboarding and implementation for Japanese customers by working directly with clinicians and operational staff. You will map Japanese clinical workflows and configure Heidi to fit local care delivery. You will also travel to customer sites to deliver training and resolve friction.

What you will do

• Lead onboarding and implementation for Japanese customers from discovery to go-live
• Travel regularly to customer sites to deliver training and resolve friction
• Map Japanese clinical workflows across specialties and settings
• Configure Heidi templates, documentation outputs, and consultation styles
• Triage and resolve clinical and template-related questions
• Feed field learnings back to Customer Success and Product teams
• Build and scale the Japan clinical enablement playbook

Required qualifications

• Clinical background (medical, nursing, allied health)
• Practice experience to understand documentation demands across specialties
• Fluency in Japanese and English
• Experience in a customer-facing, implementation, or clinical operations role
• Comfort building process where little exists
• Strong organisational instincts
• Genuine interest in how AI tools can improve clinical workflows
• Ability to explain AI tools clearly to skeptical clinicians

Nice to have

• Experience in healthtech or a SaaS environment

About the company

Heidi is building clinical AI products to support clinicians and double the world's healthcare capacity. They support over 2.5 million patient sessions a week across 190+ countries.