Heidi
Healthtech
CustomerSuccessManager(Enterprise)
Neural analysis suggests this role is
optimal for Senior candidates.
“Customer Success Manager (Enterprise) at Heidi. Skills: Enterprise customer success, Strategic partnership, Commercial outcomes, Executive engagement. Own the enterprise lifecycle. Build success plans”
What You'll Achieve.
Drive measurable clinical and operational outcomes; Expand Heidi's footprint; Contribute to NRR and portfolio growth; Achieve adoption maturity; Strengthen commercial positioning
Industry & Context.
What They're Looking For.
Must Have
5+ years in SaaS customer success or client-facing roles, at least 3 years managing enterprise accounts (250+ users, high-value ARR), Proven track record across scoping, implementation, adoption, expansion, and renewal in complex enterprise environments, Builds trusted relationships with C-suite, clinical leaders, and technical stakeholders, Experience leading multi-site rollouts that drive genuine behaviour change and sustained adoption, Commercial acumen on expansion, complex renewals, and contributing to NRR and portfolio growth, Translates usage patterns and outcomes into strategic insights for customers and internal teams, Adapts depth and style fluently from frontline clinicians to board-level executives, Willing and able to scope deals, design pilots, and run demos alongside Sales
Nice to Have
Familiarity with clinical workflows, hospital systems, or large health networks
What You'll Do.
Own the enterprise lifecycle
Build executive partnerships
Lead multi-site rollouts
Manage workflow change
Engage in pre-sales and pilots
Translate data into action
Own commercial outcomes
Lead renewal conversations
Identify expansion opportunities
Build evaluation frameworks
Orchestrate cross-functionally
Provide context to Product
Contribute to frameworks
How You'll Work.
Team & Collaboration
Work closely with Implementation Specialists and Account Executives; Partner with AEs to close; Provide concise, complete context to Product, Engineering, Implementation, GTM, and Support
Communication Scope
Communication range; Adapts depth and style fluently
Process & Methodology
Lead sophisticated implementations with formal governance, Detailed plans, Cross-functional coordination
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're a team of doctors, engineers, designers, researchers, and creatives building tools that help clinicians stay focused on what matters most: their patients. In just 18 months, Heidi has given back more than 18 million hours to healthcare professionals, supporting 73 million patient visits in 116 countries. Today, more than two million patient visits each week are powered by Heidi worldwide. Backed by nearly $100 million in funding, we're growing in the US, UK, Canada, and Europe, partnering with leading health systems including the NHS, Beth Israel Lahey Health, and Monash Health. THE ROLE We're hiring a strategic and commercially astute Enterprise Customer Success Manager to lead the end-to-end lifecycle for our most complex and valuable customers. Based in Sydney, Melbourne, New York, or London, you'll own a portfolio of 3 to 6 large hospital systems, health networks, and strategic healthcare organisations (250+ users each), serving as a trusted strategic partner who shapes deployment strategy, drives measurable clinical and operational outcomes, and expands Heidi's footprint across multi-site enterprises. This is a senior role. You'll work closely with Implementation Specialists and Account Executives from pre-sales through to long-term value realisation, balancing strategic partnership with hands-on execution. WHAT YOU WILL DO - Own the enterprise lifecycle: Lead the full customer relationship from pre-sales scoping and pilot design through implementation, adoption, expansion, and renewal. Build success plans that map customer goals to measurable clinical and operational outcomes. - Build executive partnerships: Earn trusted, long-term relationships across C-suite (CIO, CMO, COO, CEO), clinical leadership, IT, and operations. Tailor your engagement to what each stakeholder ca
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