# Principal Customer Success Consultant at Roche

Roche is hiring a Principal Customer Success Consultant in Shanghai, China. Level rates it Little AI ●○○○; you can [apply on Roche](https://jobsbylevel.com/go/06e793ee-2b9f-49b4-941c-88b10ad386be?utm_medium=ai-agent).

AI Level 1, AI centrality 18 out of 100. Shanghai.

## Details

- Company: [Roche](https://jobsbylevel.com/companies/roche)
- AI level: AI Level 1 (score 18 out of 100)
- Location: Shanghai
- Posted: November 4, 2026
- Apply: https://jobsbylevel.com/go/06e793ee-2b9f-49b4-941c-88b10ad386be?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=principal-customer-success-consultant-at-roche-64b02e

## Description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. The Position Job Summary: As a (Principal) Customer Success Consultant, you will act as the dedicated trusted advisor and on-site delivery expert responsible for the end-to-end implementation, adoption, and value realization of Roche’s AI and digital solutions in clinical and hospital environments. Bridging cutting-edge AI technologies, clinical workflows, and customer stakeholders, you will drive on-site deployment, conduct complex cross-functional stakeholder communication, resolve operational and technical roadblocks, and cultivate long-term customer satisfaction and business expansion. The Opportunity: 1.On-site Solution Implementation & Delivery Excellence End-to-End Implementation Management: Lead the deployment preparation, workflow streamlining, system integration, data interface connection, and pilot operational roll-out of Roche AI and digital solutions in hospital clinical laboratories, pathology departments, IT departments, and hospital management environments. Workflow Adaptation & Reshaping: Deeply align with actual clinical workflows across hospitals to optimize and calibrate AI algorithm parameters and system functions, seamlessly integrating standard AI products into hospital-specific protocols to ensure optimal usability and clinical adherence. On-site Risk & Issue Resolution: Serve as the first-line on-site owner to swiftly troubleshoot and resolve operational and technical bottlenecks (e.g., system interoperability, network firewalls, data standard discrepancies, model edge cases), collaborating closely with RIS and technical support to guarantee on time milestone delivery. 2. Clinical Stakeholder Engagement & Change Management High-Level Stakeholder Alignment: Build trusted advisory relationships with lab directors, leading clinicians, chief technicians, hospital CIOs/IT heads, and hospital leadership; articulate AI technical logic, safety boundaries, clinical utility, and operational ROI in clear business and medical language. Clinical Enablement & Training System: Design and deliver tailored user training, bedside mentoring, and change-management enablement for frontline lab practitioners and clinicians, minimizing friction and fostering active, habitual adoption. User Feedback & Product Continuous Feedback Loop: Systematically capture, synthesize, and prioritize real-world clinical feedback, corner cases, and feature enhancements; collaborate tightly with Product Owners and AI Business Innovation Consultants to fuel product iteration and algorithmic refinement. 3. Other Tasks: Knowledge Assets & Best Practice Codification: Codify on-site implementation SOPs, deployment of playbooks and troubleshooting repositories to enrich the enterprise-level AI Delivery Knowledge Hub. Ad-hoc Projects: Handle ad-hoc projects per Superior and Management's request, and support cross-regional emergency initiatives. Who you are: Master’s degree or above in Computer Science, Software Engineering, Medical Informatics, Biomedical Engineering, Bioinformatics, Clinical Medicine, or related disciplines (exceptional bachelor’s degree holders will also be considered). 5+ years of hands-on experience in on-site implementation, solution delivery, technical consulting, or customer success for enterprise healthcare software, IVD digital solutions, hospital HIS/LIS/PACS systems, or healthcare AI applications. At least 3+ years in a Principal, Lead Consultant, or Senior Project Delivery Lead role steering full lifecycle deployments in Tier-3 Class-A hospitals. Proven background in

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## Cite this page

Level. https://jobsbylevel.com/jobs/principal-customer-success-consultant-at-roche-64b02e.

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