CustomerSuccessManager,Mid-Market

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 ten million patient visits per month 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 are hiring a commercially driven Mid-Market Customer Success Manager to own a portfolio of approximately 50 accounts and a ~£2.5M ARR book of business across UK mid-market healthcare organisations. This is a full-ownership commercial role. You will carry an ambitious quota covering NRR, renewal, and expansion, manage your own pipeline, forecast accurately, and work in close partnership with Account Executives to grow your book. You are not a support function - you are a revenue owner. The right person for this role has thrived in a high-volume, multi-product SaaS environment where they were expected to carry a real number, manage pipeline with rigour, and proactively position multiple SKUs to existing accounts. You are energised by working across a large portfolio simultaneously, you spot commercial signals early, and you know how to move an account from adoption to expansion without waiting to be asked.     WHAT YOU’LL DO Own your commercial pipeline - Carry and forecast a renewal and expansion pipeline across your full portfolio. Hit your number. - Build and maintain expansion hypotheses for every account - backed by usage depth, adoption maturity, and stakeholder readiness - and conv