Customer Success Manager

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

As a Customer Success Manager at Heidi, you'll own the end to end customer experience across diverse customer segments, helping clinicians adopt and love Heidi.

What you'll do:

As an Enterprise Customer Success Manager for Hospitals at Heidi, you'll be the strategic partner for a portfolio of public and private health networks, accountable for their long-term success with Heidi.

You'll shape the customer journey from success design through implementation to ongoing value realisation, building trusted relationships with executives and clinical leaders to ensure Heidi delivers measurable outcomes, sustained adoption, and lasting impact across hospitals, departments, and care teams.

Lead enterprise deployments:

• Engage early in the customer journey to shape rollout and pilot strategies, ensuring every program is set up for success.

• Lead cross-functional collaboration within Heidi and with key customer stakeholders from executives to clinical and technical leaders to deliver smooth implementations, strong clinician adoption, and measurable outcomes.

• Translate strategy into execution, guiding teams to achieve results quickly and sustain them at scale.

  Drive change management:

• Support hospitals through significant workflow transformation by leading planning, communication, training, and reinforcement that give clinicians and executives confidence in adopting new ways of working.

  Partner for ongoing success:

• Build trusted, long-term relationships with executives, clinicians, and operational leaders to ensure sustained value well beyond go-live.

• Engage with intention to demonstrate impact and expand Heidi's value across the health system, contributing to our mission of doubling healthcare's capacity.

  Use data to drive decisions:

• Interpret and operationalise customer insights to design and execute initiatives that improve clinician engagement and satisfaction.

• Use data to proactively manage risk and identify opportunities for expansion and advocacy.

  Communicate and collaborate:

• Communicate, present, and influence effectively at all levels, from executives to frontline clinicians, showing a genuine commitment to improving healthcare outcomes and supporting those who deliver care.

  Champion customer success:

• Focus on what truly matters to clinicians and health leaders — improving care, enhancing patient outcomes, and making clinicians' working lives easier.

• Combine deep product expertise with empathy to solve relentlessly for their success, knowing that when they thrive, healthcare does too.

  Stay ahead of health-system trends:

• Be relentlessly curious about how healthcare is changing. Anticipate what's next, from digital health innovation to hospital operations and clinician workflows, and turn that insight into strategies that drive adoption and deliver measurable outcomes.

  Scale success:

• Bring expertise, curiosity, and good judgement to how we grow. Shape the frameworks, tools, and ways of working that turn complex, multi-hospital programs into scalable, high-impact rollouts.

• Earn trust, prove value, and embed Heidi as a critical partner in every health system's long-term success.

What we will look for

• Experience: 5+ years in digital health transformation, including 3+ years in Customer Success or client-facing roles with large hospital or health network customers.

• Mission-driven: Motivated by reducing clinician burden and improving patient outcomes through thoughtful, intelligent design and technology.
  Influential and credible: Able to align executives, clinicians, and IT leaders around shared goals, turning competing priorities into collective momentum and measurable outcomes.

• Proven impact: Experienced in driving genuine adoption and lasting behaviour change, not just managing projects, but ensuring technology becomes part of daily clinical workflows.

• Commercial mindset: Understands the connection between customer outcomes and business success, contributing to retention, net renewals, and growth across a portfolio of enterprise customers.

• Builder mindset: Collaborative, curious, and proactive — you spot challenges early, move fast to solve them, and continuously raise the bar for yourself and the team.

• Tech fluency: Confident using modern tools to collaborate, track outcomes, and share insights across teams; experience with platforms such as HubSpot, Gong, Figma, Omni, or similar is a bonus.

At Heidi, we look for people who care deeply about improving healthcare and who bring curiosity, drive, and heart to what they do. If you're passionate about our mission and believe you can contribute meaningfully, even if you don't tick every single box, we'd still love 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.