Customer Success Manager, SMB

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.

What you’ll do

Execute Efficient Onboarding at Scale

• Deliver consistent, high-quality onboarding experiences across your book of business using established playbooks, ensuring customers reach first value quickly.

• Track time-to-activation and activation rates across your portfolio, intervening early when customers aren't progressing.

• Run engaging training sessions for clinicians and operational staff that drive genuine adoption, not just awareness.

• Partner with Customer Success Associates to execute onboarding tasks efficiently while maintaining quality.
  

Monitor and Maintain Customer Health

• Proactively use data and health scores to identify at‑risk accounts, address issues before escalation, and maintain high engagement across your portfolio.

• Use dashboards and segmentation to prioritise accounts, detect early churn indicators, and trigger scaled interventions.

• Balance automated and human touchpoints, using data signals to personalise outreach at scale.

• Maintain a structured operating rhythm that ensures no accounts fall through the cracks.
  

Drive Product Adoption

• Conduct Heidi training sessions, ensure customers understand core workflows, and guide them toward deeper feature adoption that drives stickiness.

• Identify patterns in low adoption and develop scalable interventions (office hours, refresher training, targeted outreach).

• Translate complex product capabilities into simple, practical guidance that busy clinicians can act on.
  

Own Renewals and Identify Expansion Opportunities

• Manage the renewal process end-to-end, building data‑driven value narratives that demonstrate ROI.

• Navigate contract nuances and negotiations with confidence, protecting revenue while maintaining customer relationships.

• Identify expansion opportunities based on feature usage and behavioural triggers, partnering with Sales when appropriate.

• Execute on expansion conversations, identifying when customers are ready for additional seats or products.
  

Follow and Improve Playbooks

• Operate within existing CSM frameworks with precision and consistency.

• Actively contribute to playbook refinement, resource development, and process improvements—not just providing feedback, but implementing solutions.

• Share what's working with the team and help codify best practices into scalable processes.
  

Deliver Scalable Communication

• Provide clear, empathetic support through efficient channels (email, in-app, webinars) that allow you to serve your entire book of business effectively.

• Set clear expectations on scope, timelines, and responsibilities in a light-touch environment.

• Know when to invest more time in high‑potential or at‑risk accounts and when to use scaled approaches.
  

Collaborate Cross-Functionally

• Partner with Product, Support, and Sales teams to resolve blockers, share customer insights, and ensure seamless customer experiences.

• Work with Customer Success Associates who support your accounts, providing clear direction and feedback.

• Escalate issues appropriately with complete context, minimising back‑and‑forth.

What we’re looking for

• 2‑4 years of experience in a customer success role at a SaaS company, with proven ability to own the full customer lifecycle.

• Experience managing a high‑volume book of business (75+ accounts) with a strong track record of customer health scores, renewals, and retention.

• Demonstrated ability to work within established processes while identifying improvement opportunities.

• Data‑driven approach to customer health monitoring and prioritisation—comfortable using dashboards and metrics to guide decisions.

• Proven track record of meeting/exceeding renewal targets and managing contract negotiations.

• Experience with scalable customer engagement strategies (1:many programmes, webinars, automated touchpoints).

• Strong organisational skills and ability to manage competing priorities without dropping balls.

• Excellent communication skills—can engage confidently with customers and adapt style for different audiences.

The way we work

1. Build to Last

We design for safety and reliability so clinicians, patients, and our teams can trust what we build every day.

2. Own Your Practice

Ideas rise on merit, not title, and everyone shares responsibility for the standards we set together.

3. Move Fast, Stay Steady

We move quickly but never at the cost of trust. Progress only matters if people can depend on what we make.

4. Make Others Better

Honest feedback, steady support, and shared growth keep our teams improving together.

Why you will flourish with us

• In office to collaborate with like‑minded professionals

• Healthcare, Dental, Vision benefit options

• 401k with 3% match

• Personal development budget of $500 per annum

• 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 the leading healthtech startups

• The opportunity to fast track your startup career!

Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We’re proud to be an equal opportunity employer and welcome all applicants as we’re committed to promoting a culture of opportunity for all.

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