Customer Success Manager (SMB)

Who are 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

We're seeking a customer-focused and operationally excellent Customer Success Manager with 2-4 years of experience to manage our growing portfolio of small and medium-sized healthcare practices. In this role, you'll own 100-150 accounts (each with fewer than 30 users), driving consistent onboarding experiences, proactive health monitoring, and renewal success.

You'll work within established playbooks while continuously refining them, ensuring our SMB customers realise value quickly and remain engaged long-term. This is a high-volume role that requires exceptional organisation, data-driven prioritisation, and the ability to deliver scaled engagement without sacrificing quality.

You'll own the complete customer lifecycle—from onboarding to activation, adoption, expansion, and renewal—using early usage signals to intervene quickly when adoption or momentum dips. Success in this role means high activation rates, healthy customer portfolios, and strong renewal performance.

What you’ll do:

Execute Efficient Onboarding at Scale

• Deliver consistent, high-quality onboarding experiences across your book of business using established playbooks, ensuring customers reach first value quickly.

• Track time-to-activation and activation rates across your portfolio, intervening early when customers aren't progressing.

• Run engaging training sessions for clinicians and operational staff that drive genuine adoption, not just awareness.

• Partner with Customer Success Associates to execute onboarding tasks efficiently while maintaining quality.

Monitor and Maintain Customer Health

• Proactively use data and health scores to identify at-risk accounts, address issues before escalation, and maintain high engagement across your portfolio.

• Use dashboards and segmentation to prioritise accounts, detect early churn indicators, and trigger scaled interventions.

• Balance automated and human touchpoints, using data signals to personalise outreach at scale.

• Maintain a structured operating rhythm that ensures no accounts fall through the cracks.

Drive Product Adoption

• Conduct Heidi training sessions, ensure customers understand core workflows, and guide them toward deeper feature adoption that drives stickiness.

• Identify patterns in low adoption and develop scalable interventions (office hours, refresher training, targeted outreach).

• Translate complex product capabilities into simple, practical guidance that busy clinicians can act on.

Own Renewals and Identify Expansion Opportunities

• Manage the renewal process end-to-end, building data-driven value narratives that demonstrate ROI.

• Navigate contract nuances and negotiations with confidence, protecting revenue while maintaining customer relationships.

• Identify expansion opportunities based on feature usage and behavioural triggers, partnering with Sales when appropriate.

• Execute on expansion conversations, identifying when customers are ready for additional seats or products.

Follow and Improve Playbooks

• Operate within existing CSM frameworks with precision and consistency.

• Actively contribute to playbook refinement, resource development, and process improvements—not just providing feedback, but implementing solutions.

• Share what's working with the team and help codify best practices into scalable processes.

Deliver Scalable Communication

• Provide clear, empathetic support through efficient channels (email, in-app, webinars) that allow you to serve your entire book of business effectively.

• Set clear expectations on scope, timelines, and responsibilities in a light-touch environment.

• Know when to invest more time in high-potential or at-risk accounts and when to use scaled approaches.

Collaborate Cross-Functionally

• Partner with Product, Support, and Sales teams to resolve blockers, share customer insights, and ensure seamless customer experiences.

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

• Escalate issues appropriately with complete context, minimising back-and-forth

What we will look for:

• 2-4 years of experience in a customer success role at a SaaS company, with proven ability to own the full customer lifecycle.

• Experience managing a high-volume book of business (75+ accounts) with a strong track record of customer health scores, renewals, and retention.

• Demonstrated ability to work within established processes while identifying improvement opportunities.

• Data-driven approach to customer health monitoring and prioritisation—comfortable using dashboards and metrics to guide decisions.

• Proven track record of meeting/exceeding renewal targets and managing contract negotiations.

• Experience with scalable customer engagement strategies (1:many programmes, webinars, automated touchpoints).

• Strong organisational skills and ability to manage competing priorities without dropping balls.

• Excellent communication skills—can engage confidently with customers and adapt style for different audiences.

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 will flourish with us 🚀?

• A generous personal development budget of $500 per annum

• Learn from some of the best engineers and creatives, joining a diverse team

• Become an owner, with shares (equity) in the company, if Heidi wins, we all win

• The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups

• If you have an impact quickly, the opportunity to fast track your startup career!

Help us reimagine primary care and change the face of healthcare in Australia and then around the world.