Customer Success Manager

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.

The Role

We're looking for a driven and ambitious Scaled Customer Success Manager to join our team. This role offers a unique opportunity to build a career in Customer Success, starting by providing critical operational support and rapidly evolving into a dedicated Customer Success Manager for our accounts.

You'll begin by mastering the foundational elements of customer success and support, then quickly handle more direct customer engagement, ultimately owning the end-to-end customer success processes for a portfolio of clients.

This is a high-impact role focused on delivering a world-class customer experience by ensuring activation and ongoing adoption — leveraging automation, data insights, and timely, low-touch human engagement. You'll be a highly skilled CSM, adept at both meticulous operational support and effective customer-facing engagement.

What you’ll do

You'll start by providing essential Customer Success support, handling crucial back-office tasks that empower our entire team. This includes automating manual account and permission setup where possible, efficiently pulling and formatting usage data reports, and meticulously compiling data for renewals value showcases.

You'll also manage various HubSpot tasks and ensure inbound customer requests are monitored and routed to the correct team. Crucially, you'll work closely with our global CS teams across Australia, the UK, and the US, effectively integrating and embedding yourself as part of these teams to ensure seamless Customer Success operations.

Rapidly, you'll evolve into a dedicated Customer Success Manager for a portfolio of accounts, executing our scalable engagement approach to ensure customer success for our rapidly growing global base.

In this phase, you'll take on full account ownership, leading the onboarding process for new clients and actively tracking their activation milestones through scalable methods. You'll deliver engaging trainings and workshops, manage all direct communications(including virtual calls), and proficiently handle renewals using our established framework.

Your goal will be to ensure ongoing success and satisfaction through comprehensive post-onboarding account management.

Crucially, you'll work closely with our global CS teams across Australia & New Zealand, the UK, and the US, effectively integrating and embedding yourself as part of these teams to ensure seamless Customer Success operations.

Here is a more detailed breakdown of the role:

Customer portfolio management:

• Manage 50+ accounts while reporting to our regional CS leaders — with your working hours matching one of our ANZ, US, or UK offices.

• Drive onboarding, adoption, and expansion through scalable, automated digital strategies

• Monitor customer health scores and proactively intervene when needed

• Conduct targeted outreach campaigns based on usage patterns and lifecycle stage, often leveraging automated platforms

Data - driven customer success:

• Analyse customer usage data to identify adoption patterns and expansion opportunities

• Track and report on key metrics: ARR, activation, ongoing adoption and other customer-focused insights

• Use predictive analytics to identify at-risk accounts and growth opportunities

• Build and use dashboards and reports to optimise digital engagement strategies and identify automation opportunities

Strategic customer touchpoints:

• Conduct high-impact virtual meetings with key accounts and cohorts

• Lead customer webinars, training sessions, and office hours

• Manage renewal conversations and identify expansion opportunities

• Escalate complex issues to appropriate teams while maintaining customer relationships

What we will look for:

• Experience: 3-5+ years as a Customer Success Manager or in a direct customer-facing Customer Success role within a high-growth SaaS company. You should have a proven track record of working with a large, digitally managed customer base, leveraging automation tools, and proficiently using CRM software (e.g., HubSpot)

• Excellent communication & customer-facing skills: Proven ability to engage effectively with customers through onboarding, training sessions, webinars, and ongoing support. You're adept at building rapport and clearly conveying complex information

• Highly organised and detail oriented: Exceptional organisational skills with meticulous attention to detail, capable of managing multiple priorities effectively

• Proactive & analytical: A self-starter who can monitor data, identify trends, and flag potential issues, eager to learn proactive customer engagement strategies

• Collaborative & growth-oriented: Someone who works effectively with cross-functional, global teams and demonstrates a strong drive to learn, adapt, and take on increasing responsibility

What do we believe in?

• We create unconventional solutions to difficult problems and we build them fast. We want you to set impossible goals and make them happen, think landing a rocket but the medical version.

• You'll be surrounded by a world-class team of engineers, medicos and designers to do your best work, inspired by our shared beliefs:

  • We will stop at nothing to improve patient care across the world.

  • We design user experiences for joy and ship them fast.

  • We make decisions in a flat hierarchy that prioritizes the truth over rank.

  • We provide the resources for people to succeed and give them the freedom to do it.

Why you will flourish with us ?

• Flexible remote work

• Additional paid day off for your birthday and wellness days

• Discounted corporate gym memberships

• 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

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