Customer Success Manager (Enterprise)

Who is Heidi?

Heidi is building an AI Care Partner that supports clinicians every step of the way, from documentation to delivery of care.

We exist to double healthcare’s capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages.

Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare.

Backed by nearly $100 million in total funding, Heidi is expanding across the USA, UK, Canada, and Europe, partnering with major health systems including the NHS, Beth Israel Lahey Health, MaineGeneral, and Monash Health, among others.

We move quickly where it matters and stay grounded in what’s proven, shaping healthcare’s next era. Ready for the challenge?

The Role

As an Enterprise Customer Success Manager at Heidi, you’ll own the end to end customer experience across diverse customer segments, helping clinicians adopt and love Heidi. You’ll be the strategic partner for a portfolio of Heidi’s largest enterprise customers, and will be accountable for their long-term success with Heidi.

You’ll shape the customer journey from success design through implementation to ongoing value realisation, building trusted relationships with executives and clinical leaders to ensure Heidi delivers measurable outcomes, sustained adoption, and lasting impact across clinical teams.

What you’ll do:

Lead enterprise deployments

• Engage early in the customer journey to shape rollout and pilot strategies, ensuring every deployment is set up for success.

• Lead the onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows.

• Lead cross-functional collaboration within Heidi and with key customer stakeholders from executives to clinical and technical leaders to deliver smooth implementations, strong clinician adoption, and measurable outcomes.

• Translate strategy into execution, guiding teams to achieve results quickly and sustain them at scale.

Drive change management

• Support organisations through significant workflow transformation by leading planning, communication, training, and reinforcement that give clinicians and executives confidence in adopting new ways of working.

Partner for ongoing success

• Build trusted, long-term relationships with executives, clinicians, and operational leaders to ensure sustained value well beyond go-live.

• Engage with intention to demonstrate impact and expand Heidi’s value across the health system, contributing to our mission of doubling healthcare’s capacity.

• Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies. Think and act strategically to scale your impact.

Use data to drive decisions

• Interpret and operationalise customer insights to design and execute initiatives that improve clinician engagement and satisfaction.

• Use data to proactively manage risk and identify opportunities for expansion and advocacy.

• Track and improve metrics along the customer journey like time-to-first-value and early activation.

• Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians.

Communicate and collaborate

• Communicate, present, and influence effectively at all levels, from executives to frontline clinicians, showing a genuine commitment to improving healthcare outcomes and supporting those who deliver care.

Champion customer success

• Focus on what truly matters to clinicians and health leaders — improving care, enhancing patient outcomes, and making clinicians’ working lives easier.

• Combine deep product expertise with empathy to solve relentlessly for their success, knowing that when they thrive, healthcare does too.

• Become the voice of the customer internally, advocating for their needs and priorities and showcasing wins.

Stay ahead of health-system trends

• Be relentlessly curious about how healthcare is changing. Anticipate what’s next, from digital health innovation to hospital operations and clinician workflows, and turn that insight into strategies that drive adoption and deliver measurable outcomes.

Scale success

• Bring expertise, curiosity, and good judgement to how we grow. Shape the frameworks, tools, and ways of working that turn complex, multi-thousand clinician deployments into scalable, high-impact rollouts.

• Earn trust, prove value, and embed Heidi as a critical partner in every health system’s long-term success.

• Gather and share insights to influence product development and feature prioritisation.

• Improve Process & Playbook development to refine and scale customer success playbooks, frameworks and collateral.

• Partner across Product, Sales, Support and Engineering teams to share insights and streamline implementation processes

What we look for

• 5+ years of experience in a Customer Success role at a SaaS company, with a proven track record of owning the full customer lifecycle.

• Healthcare experience or familiarity with clinical workflows is preffered

• Exceptional communicator who can build trust with clinicians, administrators, and cross-functional teams alike.

• Highly organized and detail-oriented, ability to manage multiple projects and competing priorities without compromising quality.

• Self-starter with a bias for action, comfortable navigating fast-paced, ambiguous environments.

• Mission-driven, motivated by reducing clinician burden and improving patient outcomes through thoughtful, intelligent technology.

• Influential and credible, able to align executives, clinicians, and IT leaders around shared goals and drive measurable outcomes.

• Proven impact in driving genuine adoption and lasting behavior change - not just managing projects, but embedding technology into daily workflows.

• Commercial mindset, understanding the link between customer success and business growth, including retention, renewals, and expansion.

• Builder mindset - collaborative, curious, and proactive. You spot challenges early, act quickly to solve them, and continuously raise the bar for yourself and your team.

• Tech fluent, confident using modern tools to collaborate, track outcomes, and share insights; experience with platforms like HubSpot, Gong, Figma, or Omni is a plus.

• Empathetic problem-solver, using data, curiosity, and insight to improve customer and patient outcomes.

• Thrives in change, adaptable and energised by building something meaningful in a fast-moving environment.

• Growth-oriented, eager to learn, contribute, and grow alongside a mission-driven team.

Attitude is more important than experience so if you are a hungry, competitive and highly motivated operator who has a knack for problem solving and building relationships, we want to hear from you.

What do we believe in?

Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world’s health demands it. We believe in progress built through precision, pace, and ownership.

• Live Forever - Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters.

• Practice Ownership - Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character.

• Small Cuts Heal Faster - Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on.

• Make others better - Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output.

Our mission is clear: expand the world’s capacity to care, and do it without losing the humanity that makes care worth delivering.

Why you should Join Heidi 🚀

• Real product momentum. We’re not trying to generate interest, we’re channeling it.

• Equity from day one. When Heidi wins, you win. You’ll share directly in the success you help create.

• Unmatched impact. Play a pivotal role in shaping the playbook for how we are scaling customer success at a critical growth moment - all while working on a product that delivers tangible value to clinicians and patients every day.

• Work alongside world-class talent. Learn from some of the best engineers and creatives, joining a diverse team.

• Growth and balance. Enjoy a £500 personal development budget, dedicated wellness days, and your birthday off to recharge.

• Flexibility that works. A hybrid environment, with at least 3 days in the office.

Heidi’s commitment to Diversity, Equity and Inclusion

Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We're proud to be an equal opportunity employer and are proud to welcome all applicants as we're committed to promoting a culture of opportunity for all.