Customer Success Associate

Location

Australia - Sydney/Melbourne/remote

Employment Type

Full time

Location Type

Remote

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 ANZ, the USA, UK, Canada, and Europe, partnering with major health systems.

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 hiring a proactive, empathetic, and execution-focused Customer Success Associate to support the onboarding and training of our SMB customer groups across Australia.

Based in our Melbourne, Sydney or Brisbane office, you’ll be at the heart of ensuring clinicians not only adopt Heidi, but truly embed it into their daily practice.

What you will do:

As a Customer Success Associate at Heidi, you’ll help bring Heidi to life for clinicians across a wide range of healthcare organisations.

You’ll work closely with experienced Customer Success Managers to support customers throughout their journey, from onboarding and adoption to ongoing engagement and success.

You’ll play a key role in helping clinicians embrace a new way of working, ensuring every rollout runs smoothly, confidence grows over time, and Heidi continues to deliver meaningful impact in daily practice.

You’ll combine curiosity, empathy, and precision to turn complex change into simple, human progress.

- Support onboarding and implementation: Partner with CSMs to help large new customers set up for success.

- Deliver training and resources: Run engaging sessions for clinicians and operational staff. Build and refine materials that ensure Heidi is always intuitive and rewarding. You take ownership, bring ideas to life, and elevate the team’s impact through thoughtful, creative execution.

- Drive adoption and share insights: Monitor usage data, adoption metrics, and customer feedback to identify trends, wins, and risks. Collaborate with both Heidi and customer teams to reinforce positive behaviours, address barriers, and translate insights into scalable improvements that strengthen engagement and long‑term value.

- Improve systems and scale: Contribute to scalable tools, playbooks, and processes that make implementations smoother and faster. Identify friction points, propose improvements, and help standardise best practices across customers.

- Master the product: Build deep knowledge of Heidi’s platform, staying current with every release. Confidently guide clinicians through features and translate them into practical, real‑world benefits.

- Collaborate and communicate: Work closely with CSMs, Product, Implementation, Support, and customer project teams. Communicate clearly, analytically, and empathetically to ensure a consistent, high‑quality experience across every touchpoint.

What we will look for

- Experience: Healthcare background, with 1+ year in healthcare operations, project management, or digital transformation.

- Strong familiarity with clinician workflows: You understand how clinicians work, think, and communicate, enabling you to bridge product and practice seamlessly.

- Excellent communicator: You can confidently engage with clinicians, speak their language, and articulate Heidi’s value with clarity and conviction. You inspire confidence in every interaction.
Customer‑obsessed: You genuinely care about clinicians and their experience, striving to make their working lives easier and more rewarding.

- Intuitive and action‑oriented: You anticipate needs, move quickly, and execute with precision. You don’t wait for direction to add value.

- Organised and reliable: You handle multiple priorities with structure and composure, ensuring nothing slips through the cracks.

- Collaborative teammate: You work closely with colleagues and customers, contributing to shared success and maintaining strong relationships.

- Former clinician a bonus: Clinical hospital experience or strong familiarity with healthcare environments helps you relate deeply to the people you support.

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.

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