Lead account strategy for assigned hospitals, align executives on healthcare transformation roadmaps, direct CSM and partner delivery, drive expansion and renewals, and manage implementation with technical teams.
About this role
The Customer Success Manager supports large hospitals after they adopt Ubie’s generative-AI service. The role covers implementation launch, operational adoption, and contract renewal, with the aim of embedding the service into hospital workflows and enabling customers to operate it autonomously.
Day-to-day work includes building working relationships with medical affairs staff, IT contacts, and frontline leaders; leading internal briefings and operational design; and explaining the service and training doctors, nurses, medical assistants, and other professions. The manager adjusts workflows and prompts to fit each site’s operations. During approximately three months to a maximum of six months after operations begin, the role follows the customer until continued use across multiple professions is established.
The role tracks product-adoption KPIs, promotes incorporation into hospital operations, and provides intensive, long-term support to large hospitals. It identifies churn risks early, creates and executes recovery plans, handles contract-renewal procedures, and passes potential upsell or cross-sell opportunities to sales staff.
The manager creates and executes activity plans based on implementation plans and operating policies. Collaboration includes the Sales Director, Customer Success Director, and Account Sales on area strategy; occasional work with Data Engineers on data integration and network-construction issues; sharing and structuring success cases for the cross-functional CS Enablement group; and sending customer feedback to the product team.
The work is in the hospital DX domain and includes DPC data analysis and generative-AI prompt implementation. The internal environment allows the use of multiple generative-AI tools to improve efficiency and support data-based proposals. The posting also encourages information sharing through note, X, and LinkedIn, as well as participation in talks, events, and study sessions.
The position is located at 5F, Nihonbashi Life Science Building 4, 3-8-4 Nihonbashi-Honcho, Chuo-ku, Tokyo. The work location may change to a place designated by the company.
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