Customer Success Manager

Overview 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 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 Provide essential Customer Success support, handling back-office tasks that empower the team, including automating manual account and permission setup where possible, pulling and formatting usage data reports, and compiling data for renewals value showcases. Manage HubSpot tasks and ensure inbound customer requests are monitored and routed to the correct team. Work closely with our global CS teams across Australia, the UK, and the US to integrate and embed yourself in these teams for seamless operations. Evolve into a dedicated Customer Success Manager for a portfolio of accounts, executing our scalable engagement approach to ensure customer success for a growing global base. Take on full account ownership: lead onboarding for new clients, track activation milestones, deliver trainings and workshops, manage direct communications (including virtual calls), and handle renewals within the established framework. Ensure ongoing success and satisfaction through comprehensive post-onboarding account management. Collaborate with global CS teams across Australia & New Zealand, the UK, and the US to ensure seamless Customer Success operations. Accountabilities by area Customer portfolio management: Manage 50+ accounts while reporting to regional CS leaders, with working hours aligned to 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. Conduct targeted outreach campaigns based on usage patterns and lifecycle stage, leveraging automated platforms. Data - driven customer success: Analyze 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 to optimize 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 look for Experience: 3-5+ years as a Customer Success Manager or in a direct customer-facing CS role within a high-growth SaaS company. Proven track record of working with a large, digitally managed customer base, leveraging automation tools, and proficient use of CRM software (e.g., HubSpot). Excellent communication & customer-facing skills: ability to engage effectively with customers through onboarding, training sessions, webinars, and ongoing support. Strong rapport-building and clear communication of complex information. Highly organized and detail-oriented: excellent organizational skills with meticulous attention to detail and the ability to manage multiple priorities. Proactive & analytical: self-starter who can monitor data, identify trends, and flag potential issues; eager to learn proactive customer engagement strategies. Collaborative & growth-oriented: works effectively with cross-functional, global teams and shows a drive to learn, adapt, and take on increasing responsibility. What do we believe in? Heidi builds for the future of healthcare, not just the next quarter. 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, thinking, and 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 Flexible hybrid working environment, with 3 days in the office. Additional paid day off for your birthday and wellness days. Special corporate rates at Anytime Fitness in Melbourne, Sydney (tbc). 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. #J-18808-Ljbffr