Heidi
Healthcare
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Success Manager at Heidi. Skills: Customer retention, Customer satisfaction, Value realization, Relationship management. Develop strategic success plans. Create account-specific success plans”
What You'll Achieve.
Customer health scores; Successful pilots convert to deployments; High adoption rates; Consistent renewal performance; Consistent expansion performance
Industry & Context.
Data-driven strategy; Risk identification; Problem resolution
What They're Looking For.
Must Have
3-5 years customer success or account management, Manage SMB and mid-market accounts, Build relationships with senior stakeholders, Analytical skills, Use data platforms to drive insights, Meet/exceed renewal and expansion targets, Lead pilots, implementations, or rollouts, Excellent communication skills, Tailor messaging to different audiences, Conduct QBRs, business reviews, or strategic account planning
Nice to Have
Healthcare SaaS experience, Familiarity with clinical workflows, Familiarity with healthcare operations, Present ROI analyses, Present business cases, CRM platforms experience, HubSpot preferred, Data analysis tools experience, Omni experience, Change management methodologies experience, Startup or high-growth environment experience, Presentation tools experience, Canva experience, Figma experience
What You'll Do.
Develop strategic success plans
Create account-specific success plans
Maintain customer profiles
Build success plans mapping goals to metrics
Conduct QBRs and value reviews
Drive stakeholder alignment
Ensure accounts have next actions
Forecast account status
Manage stakeholder groups
and adoption expectations
Influence senior stakeholders
Distill complexity into decision frameworks
Anticipate misalignment
Reset adoption expectations
Manage pilots with precision
Use playbooks and templates
Adapt plans for customer contexts
Produce rollout plans with milestones
Interpret usage depth
Interpret risk indicators
Convert usage signals into interpretations
Produce narratives for QBRs
Influence strategic direction
Provide portfolio-level insights
Influence product strategy
Influence GTM strategy
Guide customers through workflow changes
Guide customers through product updates
Guide customers through organizational transitions
Communicate the 'why'
Ensure smooth adoption
Apply structured reinforcement
Adjust rollout based on adoption signals
Manage renewal process
Build compelling value narratives
Build expansion hypotheses
Partner with Sales for expansion plans
Facilitate handovers between teams
Advocate for customer needs
Drive internal alignment
Contribute to playbooks
Contribute to process improvements
Contribute to knowledge sharing
Work with Customer Success Associates
Provide direction to associates
Provide feedback to associates
How You'll Work.
Team & Collaboration
Cross-functional teams; Sales to Implementation handovers; Implementation to Adoption handovers; Adoption to Renewal handovers; Internal alignment during rollouts; Internal alignment during escalations
Communication Scope
Tailor messaging; Executive conversations
Process & Methodology
Rollout plans, Pilot management, Implementation management
Full Job Description
WHO WE ARE Healthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible. 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? JOB SUMMARY We're seeking a strategic and relationship-focused Customer Success Manager with 3-5 years of experience to manage our portfolio of SMB and mid-market healthcare organisations. In this role, you'll own 20-30 accounts (30-250 users each), building multi-stakeholder relationships from clinical users to operational leadership. You'll design and execute customised success plans, leverage data analytics to drive adoption, and guide customers through organisational change while identifying expansion opportunities and ensuring renewals. This role requires a balance of strategic thinking and hands-on execution—you'll run pilots, lead implementations, conduct QBRs, and drive measurable outcomes. Success in this role means strong customer health scores, successful pilots that convert to full deployments, high adoption rates, and consistent renewal and expansion performance across your portfolio. KEY
Applying for this Customer Success Manager role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Ashby
- Ashby is a fast modern ATS — most applications take under 3 minutes.
- The resume parser is strong; verify parsed experience dates and job titles.
- Custom screening questions are often scored algorithmically — answer completely.
- Location field affects geo-based screening; use your actual metro area.
ANONYMOUS · UNFILTERED
What do employees actually say about Heidi?
Real rants from real employees. Read before you apply.