Head of Customer Success

Location Melbourne HQ or Sydney Employment Type Full time Department Customer Success Who are Heidi? Heidi is building an AI Care Partner that supports clinicians every step of the way, from documentation to delivery of care. 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? The Role We're looking for an experienced and visionary leader to define and scale our Customer Success function in Australia. As the Head of Customer Success, you will be the ultimate advocate for the function, working across all customer segments - from SMB to Enterprise - to ensure the value and scope of Customer Success are understood and championed internally. This is a chance to design a world-class customer success function that drives loyalty, advocacy, and business impact. Your leadership will be pivotal in building a function that not only retains our customers but also accelerates growth and drives product improvement. What you’ll do: - Build and lead the Customer Success function, defining its strategy and translating that into actionable plans, the operating model and function-level KPIs - Lead the development of a world-class customer experience, setting a high bar for quality and accountability. - Build the framework for customer segmentation, tailored engagement models, and scalable lifecycle programs. - Establish and maintain a deep understanding of our customers' needs across all customer segments and to serve as the executive sponsor for key customer relationships. - Drive customer retention, satisfaction, and growth by implementing best-in-class processes and strategies. - Work collaboratively with sales, product, and engineering teams to ensure customer feedback is integrated into product development and business strategy. - Hire, lead, mentor, and inspire a growing team of Customer Success professionals to deliver exceptional results. What we will look for: - Proven experience leading and scaling Customer Success functions, with a track record of success at a regional and/or global level. - Demonstrated ability to work effectively across various market segments, including SMB, Mid-Market, and Enterprise. - A strong, data-driven approach to customer success, with expertise in key metrics such as churn, retention, and Net Promoter Score (NPS). - Exceptional leadership and communication skills, with the ability to influence and advocate for the Customer Success function at an executive level. - Passion for delivering extraordinary customer experiences and a commitment to never settling for "good enough." Attitude is more important than experience so if you are a hungry, competitive and highly motivated operator who has a knack for problem solving and building relationships, we want to hear from you. What do we believe in? Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world’s health demands it. We believe in progress built through precision, pace, and ownership. - Live Forever - Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters. - Practice Ownership - Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character. - Small Cuts Heal Faster - Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on. - Make others better - Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output. Our mission is clear: expand the world’s capacity to care, and do it without losing the humanity that makes care worth delivering. Why you will flourish with us 🚀? - Flexible hybrid working environment, with 3 days in the office. - Additional paid day off for your birthday and wellness days - Special corporate rates at Anytime Fitness in Melbourne, 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. #J-18808-Ljbffr