Customer Success Manager (Enterprise)

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:

As a Customer Success Manager at Heidi, you’ll own the end to end customer experience across diverse customer segments, helping clinicians adopt and love Heidi.

Lead Enterprise Customer Lifecycle as Strategic Partner

• Own the complete customer relationship and outcomes from pre-sales scoping and pilot design (if required) through implementation, adoption, expansion, and renewal.

• Build enterprise-grade success plans that map customer goals to measurable clinical and operational outcomes, maintaining predictable progress through structured health monitoring and value realisation reviews.

• Work in close partnership with Implementation Specialists who support deployment and onboarding execution, while you maintain accountability for overall customer success.

• Continuously connect tactical progress to enterprise-level value (e.g., throughput improvements, reduced burnout, documentation efficiency).

Build Strategic Partnerships with Executives and Clinical Leaders

• Establish trusted, long-term relationships across C-suite (CIO, CMO, COO, CEO), clinical leadership, IT, and operational stakeholders.

• Navigate organisational complexity with ease, aligning competing priorities and becoming a sought-after strategic advisor who frames value in ways that resonate deeply with each stakeholder group.

• Quickly earn credibility across all stakeholder tiers—from frontline clinicians to board-level executives.

• Understand different stakeholder motivations and tailor engagement accordingly.

Drive Complex Multi-Site Implementations and Change Management

• Lead sophisticated rollouts with formal governance structures, detailed project plans, and cross-functional coordination.

• Partner closely with Implementation Specialists to ensure smooth execution of deployment and onboarding, whilst maintaining overall accountability for customer outcomes.

• Manage workflow transformation through structured reinforcement—training waves, competency assessments, and coaching—while adjusting strategy based on real-time adoption signals and operational constraints.

• Coordinate crisply across internal and external teams (IT, Informatics, Integration, Security, Clinical Ops).

Engage in Pre-Sales and Pilot Strategy

• Collaborate with Account Executives and Implementation Specialists during the sales process to shape deployment strategies, scope pilots for success, and provide customer-facing demonstrations and training when needed.

• Ensure customers are set up for sustainable, scalable adoption from day one.

• Contribute expertise that shapes deal structure and pilot design.

  Translate Data into Strategic Insights and Action

• Synthesise enterprise-level usage, adoption, and impact metrics into clear, actionable insights for diverse audiences—from technical IT teams to big-picture executives.

• Adjust data depth and narrative style depending on audience: technical IT, detail-oriented operations, big-picture executives.

• Use data to guide implementation strategy—where to intensify training, where workflow redesign is needed, where to expand.

• Make the value story so clear and compelling that it becomes a driver for expansion and long-term partnership.

  Own Commercial Outcomes and Drive Expansion

• Identify and execute expansion opportunities backed by adoption maturity, multi-site pull, and outcome data.

• Partner closely with Account Executives to co-develop and close expansion opportunities.

• Lead renewal conversations with compelling value narratives, anticipate risk early, and collaborate with Sales to create expansion plans that feel natural and customer-centric.

• Understand complex enterprise commercial models and contribute directly to retention, net revenue retention (NRR), and portfolio growth.

• Evaluate Outcomes and Prove Value

• Build evaluation frameworks for pilots and rollouts grounded in operational and clinical KPIs.

• Measure progress frequently, challenge assumptions with evidence, and use outcome data to shape multi-year value narratives that strengthen commercial positioning.

• Orchestrate Cross-Functional Collaboration

• Provide concise, complete context to Product, Engineering, Implementation, GTM, and Support teams.

• Coordinate complex internal collaboration to deliver predictable enterprise outcomes, surface risks early, and drive clear decision-making during ambiguity.

• Lead internal teams through ambiguity by clarifying priorities and decision points.

• Shape Enterprise Playbooks and Scale Excellence

• Contribute expertise and judgement to evolve frameworks, tools, and ways of working that transform complex, multi-hospital programmes into scalable, high-impact rollouts.

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

What we will look for:

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

• Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams.

• Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality.

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

• Experience in healthcare or familiar with clinical workflows (desirable, but not required)

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.