Customer Success Manager (Mid Market)

Who are Heidi?

Heidi is on a mission to halve the time it takes to deliver world-class care.

We believe that by 2050, every clinician will practice with AI systems that free them from administrative burdens and increase the quality and accessibility of care to patients across the world.

Built for clinicians, by clinicians, at the core of Heidi is its people. We are an eclectic bunch of inventors, builders, scientists, nurses, doctors, mathematicians, designers, creatives, and high-agency executors.

We achieve in 6 months what it takes our competitors 4 years to do. In just 12 months, 20 million patient consults were supported by Heidi, and we’re now powering more than 1 million consults every week.

With our most recent USD$16.6m round of funding from leading VC firms, we’re geared up to supercharge our ambitious growth, and we need multiple exceptional Customer Success Managers to help us get there.

What you’ll do:

Develop and Execute Strategic Success Plans

• Create account-specific success plans aligned with customer business objectives, maintaining detailed customer profiles and actionable plans across your entire book of business.

• Build and maintain success plans that explicitly map goals → metrics → milestones, reviewed with customers at predictable cadences.

• Conduct high-quality QBRs and value reviews that quantify outcomes, surface risks, and drive alignment with customer stakeholders.

• Ensure no accounts stall—every account always has a next action, forecast, and clear owner.

Build and Manage Multi-Stakeholder Relationships

• Manage diverse mid-market stakeholder groups by clarifying goals, roles, and adoption expectations across operational and clinical layers.

• Influence senior stakeholders with confidence, distilling clinical/operational complexity into simple decision frameworks.

• Anticipate misalignment weeks in advance by reading behavioural signals, usage patterns, and meeting dynamics.

• Demonstrate the ability to "reset" or recalibrate adoption expectations without escalation when needed.

Lead Pilots and Implementations

• Build actionable rollout plans with milestones, training waves, and readiness checks for mid-market deployments.

• Manage pilots with precision—scope, timeline, success criteria, and debriefs are always explicit and aligned.

• Use playbooks and templates to ensure consistency across accounts while adapting for specific customer contexts.

• Produce rollout plans that clearly articulate milestones, owners, training schedules, and risk checkpoints.

Drive Data-Informed Customer Strategy

• Interpret usage depth, workflow adherence, and risk indicators to prioritise actions across your portfolio.

• Quickly convert raw usage and workflow signals into clear interpretations: what's working, what's not, and why it matters.

• Produce simple, high-signal narratives for QBRs or executive conversations that influence strategic direction.

• Provide internal teams with portfolio-level insights that influence product and GTM strategy.

Lead Change Management

• Guide customers through workflow changes, product updates, and organisational transitions by clearly communicating the "why" and ensuring smooth adoption across diverse user groups.

• Apply structured reinforcement: training waves, competency checks, coaching sessions.

• Adjust rollout based on real-time adoption signals, constraints, and operational realities.

Own Renewals and Expansion

• Proactively manage the end-to-end renewal process, building compelling value narratives backed by outcome data.

• Build expansion hypotheses with supporting evidence: usage depth, stakeholder pull, and business outcomes.

• Partner with Sales to co-develop expansion plans that feel natural, customer-centric, and timely.

• Make decisions that protect revenue through proactive risk management and strategic account planning.

Collaborate Cross-Functionally

• Facilitate smooth handovers between Sales → Implementation → Adoption → Renewal.

• Advocate for customer needs with clarity, evidence, and prioritisation.

• Drive internal alignment during critical rollouts or escalations.

• Contribute to playbooks, process improvements, and internal knowledge sharing.

Work with Customer Success Associates who support your accounts, providing clear direction and feedback.

What we will look for:

• 5+ years of experience in SaaS Customer Success or client-facing roles, with at least 3+ years managing enterprise accounts (250+ users, high-value ARR).

• Proven track record of owning the complete enterprise customer lifecycle—from scoping and implementation through adoption, expansion, and renewal.

• Demonstrated ability to build trusted relationships with C-suite executives, clinical leaders, and technical stakeholders in complex organisations.

• Experience leading multi-site implementations and change management initiatives that drive genuine behaviour change and sustained adoption.

• Strong commercial acumen with experience identifying expansion opportunities, managing complex renewals, and contributing to NRR and portfolio growth.

• Data-driven approach to portfolio management, with ability to translate usage patterns and outcomes into strategic insights for both customers and internal teams.

• Exceptional communication and presentation skills—able to adapt style and depth for audiences ranging from frontline clinicians to board-level executives.

• Confident using modern CS and analytics tools (HubSpot, Omni or similar data platforms, Gong, presentation tools).

Willingness to engage in pre-sales activities, including scoping calls, pilot design, and product demonstrations alongside the sales team.

Why You’ll Join Us

• Impact: Be part of a team that’s changing the way healthcare is delivered around the world, helping to reduce administrative burdens for clinicians and improving patient outcomes.

• Culture: Join a diverse, high-agency team where innovation, collaboration, and autonomy are valued.

• Growth: With Heidi’s rapid expansion, there’s immense opportunity for professional development and career progression.

• Compensation: Highly competitive base salary with uncapped commission potential. We reward success.

• Benefits: Generous PTO, wellness days, a $500 personal development budget, equity (shares in the company), and more.

What We Believe In

• We tackle complex healthcare challenges head-on and deliver solutions at speed.

• We prioritize results, teamwork, and continuous improvement in all we do.

• We create user-friendly, innovative solutions that clinicians love to use, and patients benefit from.

At Heidi, we’re on a mission to improve patient care worldwide. If you are passionate about healthcare, technology, and the opportunity to make a real impact, we would love to hear from you. At Heidi, we value drive and a passion for learning. If you don't meet every requirement but are excited about the role, we encourage you to apply. We want individuals who are eager to grow with us.