Customer Success Manager

Who are Heidi?

Heidi is on a mission to halve the time it takes to deliver world-class care.

We believe that by 2050, every clinician will practice with AI systems that free them from administrative burdens and increase the quality and accessibility of care to patients across the world.

Built for clinicians, by clinicians, at the core of Heidi is its people. We are an eclectic bunch of inventors, builders, scientists, nurses, doctors, mathematicians, designers, creatives, and high-agency executors.

We achieve in 6 months what it takes our competitors 4 years to do. In just 12 months, 20 million patient consults were supported by Heidi, and we’re now powering more than 1 million consults every week.

With our most recent USD$16.6m round of funding from leading VC firms, we’re geared up to supercharge our ambitious growth, and we need multiple exceptional Customer Success Managers to help us get there.

What you’ll do:

As a CSM at Heidi, you’ll own the end to end customer experience across diverse customer segments, helping clinicians adopt and love Heidi.

• Own customer outcomes: Be the strategic partner for a portfolio of Heidi’s customers, ensuring they achieve measurable success and realise value.
• Lead onboarding & training: Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows.
• Track and improve metrics along customer journey like time-to-first-value and early activation.
• Drive strategic adoption: Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians.
• Enhance Retention & Growth: Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement.
• Customer advocacy: Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins.
• Continuous engagement: Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies. Think and act strategically to scale your impact.
• Resolve operational blockers by collaborating with product, engineering, and support teams to ensure a smooth customer experience.
• Feedback insights: Gather and share insights to influence product development and feature prioritisation.
• Improve Process & Playbook development to refine and scale customer success playbooks, frameworks and collateral.
• Stay ahead of trends in digital health and customer success to continuously inform your customer strategies.

What we will look for:

• 2-4+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle
• Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams.
• Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality.
• Self-starter with a bias for action, comfortable navigating fast-paced and ambiguous environments.
• Experience in healthcare or familiar with clinical workflows (desirable, but not required)

At Heidi, we value drive and a passion for learning. If you don't meet every requirement but are excited about the role, we encourage you to apply. We want individuals who are eager to grow with us.

What do we believe in?

• We create unconventional solutions to difficult problems and we build them fast. We want you to set impossible goals and make them happen, think landing a rocket but the medical version.
• You'll be surrounded by a world-class team of engineers, medicos and designers to do your best work, inspired by our shared beliefs:
• We are relentless owners, we take full accountability for our work, embracing victories and setbacks.
• We are clinical inventors, guided by an unwavering moral compass and grounded in data-driven truths.
• We are humble winners, pursuing success with a stoic determination while remaining warm and humble with each other in victory.
• We are confident explorers, welcoming uncertainty with open arms; thriving in uncharted territories and excelling in low-context environments.

Why you will flourish with us ?

• Flexible hybrid work with 3 days p/w in the office.
• Additional paid day off for your birthday and wellness days
• Full gym access in our Melbourne location and 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.