Healthcare Innovator

About Heidi

We're a healthtech startup driven to halve the time it takes to deliver world-class care. Our mission is to empower clinicians with AI systems that free them from administrative burdens and increase the quality and accessibility of patient care worldwide.

Our team comprises inventors, builders, scientists, nurses, doctors, mathematicians, designers, creatives, and high-agency executors. We work together to achieve ambitious goals and drive growth in an ever-changing healthcare landscape.

In just 12 months, we supported 20 million patient consults, and now power over 1 million consults every week. With our recent funding round, we're poised to supercharge our growth and need exceptional Customer Success Managers to help us succeed.

• Owning customer outcomes: Partner with customers to ensure they achieve measurable success and realise value from our solutions.
• Leading onboarding & training: Guide new customers through planning, training, and go-live processes, delivering seamless integrations into their workflows.
• Tracking and improving metrics: Monitor customer journey metrics, such as time-to-first-value and early activation, to drive strategic adoption and user engagement.
• Driving strategic adoption: Develop tailored adoption plans to maximise user engagement and satisfaction, enhancing the love for our solutions among clinicians.
• Enhancing retention & growth: Identify expansion opportunities, mitigate churn risks, and work cross-functionally to deepen product engagement.
• Customer advocacy: Build executive-level relationships and advocate for customer needs and priorities, showcasing wins and driving business growth.
• Continuous engagement: Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies. Think strategically to scale your impact.
• Resolving operational blockers: Collaborate 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.
• Improving process & playbook development: Refine and scale customer success playbooks, frameworks, and collateral to inform and educate the team.

• Experience: 2-4+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle.
• Communication skills: Exceptional communication and collaboration skills, with the ability to set and manage expectations with customers and cross-functional teams.
• Organisation and project management skills: Highly organised and able to 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.
• Familiarity with healthcare or clinical workflows: Desirable but not required.

• Flexible hybrid work arrangement: Work from home three days a week and spend two days in the office.
• Paid wellness days and birthday off: Additional time for self-care and celebration.
• Gym access and personal development budget: Support your physical and professional growth.
• Diverse and dynamic team: Learn from talented engineers and creatives.
• Equity in the company: Share in the company's success and ownership.
• Global impact: Contribute to one of Australia's leading healthtech startups.
• Fast-tracked career growth: Opportunity to accelerate your startup career.

About Us

We're a passionate and eclectic team driven to make a difference in healthcare. Join us on this exciting journey and contribute your skills and experience to help us succeed.