Head of Customer Success

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 alongside AI systems that eliminate administrative burden and elevate the quality and accessibility of care everywhere.

Today, our tools modernise clinical documentation and free clinicians to focus on what matters most, their patients. Soon we'll equip every healthcare organisation with AI assistants that erase the tedium of clinical and operational work.

Our team is a mosaic of accomplished leaders and polymaths united by pace and purpose. We achieve in months what others take years to do.

We have secured $65 million USD in Series B funding from leading global investors to accelerate our remarkable growth and expand our impact across the healthcare ecosystem. Now used in over 100 countries and aiming to complete 73 million consults within 18 months, Heidi has become one of the fastest-growing healthcare AI platforms worldwide. We are shaping the future of care delivery for decades to come.

We're scaling fast and we're looking for exceptional people who want to help shape the future of healthcare.

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?

• 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 will stop at nothing to improve patient care across the world.

  • We design user experiences for joy and ship them fast.

  • We make decisions in a flat hierarchy that prioritizes the truth over rank.

  • We provide the resources for people to succeed and give them the freedom to do it.

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.