Customer Success Manager

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 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 Zeland, 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 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? 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