Customer Success Lead

Job description

We’re Heidi. We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. In just 18 months, our clinical AI products have absorbed the administrative chaos of 73 million patient visits. Today, we support over 2.5 million patient sessions a week across 190+ countries. Healthcare systems are failing us; clinicians spend more time on documentation than on patients, and the human connection that makes medicine worth practicing is eroding. Our mission is simple: double the world’s healthcare capacity and strengthen the human connection at its heart. We found product-market fit with a freemium medical scribe that clinicians love. Now, we're expanding. Every task a clinician hands to Heidi is a patient who feels more attended to, a health system unclogged, and a clinician who gets to be a clinician again. If you don’t choose easy and you want to build something way bigger than yourself then choose the challenge, choose Heidi. The role Japan is an important market for Heidi, and clinical adoption here will only work if someone is genuinely on the ground. This role exists to make that happen. You'll be the first clinical operations presence in Japan, responsible for getting clinicians up and running with Heidi, embedding it into real workflows, and making sure organisations see value quickly. That means showing up in person, understanding how care is actually delivered in Japanese clinical settings, and translating that into effective Heidi usage. It's hands-on, autonomous, and consequential. The kind of role where what you build now sets the foundation for everything that follows. What you’ll do - Lead onboarding and implementation for Japanese customers from discovery through to go-live, working directly with clinicians and operational staff on the ground. - Travel regularly to customer sites during critical adoption phases to deliver training, resolve friction in real time, and build the kind of trust that only comes from being present. - Map Japanese clinical workflows across specialties and settings, then configure Heidi (templates, documentation outputs, consultation styles) to fit how care is actually delivered here. - Triage and resolve clinical and template-related questions, knowing when to fix something directly and when to escalate. - Capture what you're learning in the field and feed it back into the broader Customer Success and Product teams so Heidi keeps improving for Japanese clinicians. - Build and scale the Japan clinical enablement playbook, including training materials, workflow guidance, and self-serve resources that scale as the customer base grows. What you’ll need - A clinical background (medical, nursing, allied health) with enough practice experience to understand what documentation actually demands of clinicians across different specialties. - Fluency in Japanese and English. You'll be supporting end users, presenting to clinical leadership, and communicating with a globally distributed team. - Experience in a customer-facing, implementation, or clinical operations role, ideally in healthtech or a SaaS environment. - Comfort building process where little exists. Japan is an early market for Heidi and you'll be figuring things out as you go. - Strong organisational instincts. You'll be running multiple onboardings at once and managing site visits across the country. - A genuine interest in how AI tools can improve clinical workflows, and the ability to explain that clearly to skeptical clinicians. How we show up - Build for the next decade, not next quarter. Our targets are outrageous on purpose. The world's health doesn't have the luxury of incrementalism. - Lead, don't wait. We treat tomorrow's problems today. Sometimes we build what's needed before it's wanted, and we're fine with that. - Follow the evidence. Trust the patient. We pursue truth relentlessly. But when the subjective and objective disagree, we treat the patient, not the numbers. Ego is a comorbidity we can't afford. - Own the outcome. Everyone here carries the company. Raise problems with solutions, solve them end-to-end, and never be a bystander. - Ship, measure, go again. A button today, a workflow tomorrow. More iterations beat better planning. We're precise at pace, not reckless. - Live in clinicians' reality. Not the ideal workflow, the twenty-patients-before-lunch actual one. We build for exhausted humans, and we'd better be decent ones while we do it. Why Heidi? You’ll join a team focused on real-world impact over imaginary valuations and glossy PR. We live and breathe the challenges of modern health systems, and are laser-focused on exacting the change we’d like to see. We’re medicos, engineers, builders, and designers who’ve felt the moral and practical toll of what non-care feels like. True A-players progress extremely fast here. The nature of the scale-up game is demanding, but we value sustainable performance and mental health. You're trusted to perform, and you set your schedule. We operate on outcomes > inputs, not process theatre. We all take the bins out, metaphorically and literally. Building what we’re building isn’t always easy. But we didn’t choose easy, we chose to build something that actually matters. We hold ourselves to a higher standard because healthcare demands it. If you join Heidi, you recognise that the deeper question isn’t whether AI can solve the global healthcare crisis, but whose hands will shape it. The work is hard, but you will trust and admire the people you work beside, and rest easy knowing you’re doing the defining work of your career. Choose the challenge. Don’t choose easy, choose Heidi. We take care of you. We chose to open-source our benefits hub https://heidihealth.notion.site/Heidi-s-Benefits-Hub-6c7ca630286e82f694058141ca6dad08, if you care to take a peek.