Heidi · 6 months ago
Customer Success Manager (SMB)
New York
Full-time
Onsite
Entry Level
$70K/yr - $85K/yr
1+ years expHeidi is on a mission to halve the time it takes to deliver world-class care through innovative AI systems. They are seeking a Customer Success Manager to own the end-to-end customer experience, ensuring clinicians adopt and love Heidi's tools while driving user engagement and satisfaction.
Artificial Intelligence (AI)Business Process Automation (BPA)Health CareSoftware
Responsibilities
Own customer outcomes: Be the strategic partner for a portfolio of Heidi’s customers, ensuring they achieve measurable success and realise value
Lead onboarding & training: Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows
Track and improve metrics along customer journey like time-to-first-value and early activation
Drive strategic adoption: Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians
Enhance Retention & Growth: Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement
Customer advocacy: Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins
Continuous engagement: Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies. Think and act strategically to scale your impact
Resolve operational blockers by collaborating 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
Improve Process & Playbook development to refine and scale customer success playbooks, frameworks and collateral
Stay ahead of trends in digital health and customer success to continuously inform your customer strategies
Qualification
Required
1-3 Years in a customer facing role, healthcare ideal but not required
Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality
Self-motivated, with a bias for action and unafraid to get your hands dirty to solve a wide range of shifting challenges and priorities
You'll need to be impeccably sharp, omnitalented and humble
You'll bear the existential weight of the company as much as the founders & early employees
If you're the right fit - you'll love every moment of it
You're looking for uncapped growth. You don't want to be limited by yearly promotion programs and the general lameness of the corporate world. Your ability to win defines the gradient of your growth
You studied Math/Physics/Chem/Eng or another analytical field of study
Obsessed with operations, scalability and efficiency
You've got a doer's mentality - find a problem, own it, fix it
Strong intuition, creativity and common sense to lead complex projects
Preferred
Experience in healthcare is great, but not required
Company
Heidi
Heidi is the AI Care Partner designed to expand clinical capacity by automating administrative work – documentation, form filling, and task management - so clinicians can focus on patients.
51-200 employees
H1B Sponsorship
Heidi has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
Funding
Current Stage
Growth StageTotal Funding
$91.55MKey Investors
Point72 VenturesGrow Digital Health Midlands AcceleratorHeadline
2025-10-06Series B· $65M
2025-05-13Non Equity Assistance
2025-03-03Series A· $16.6M
Leadership Team
Thomas Kelly
Co-Founder & CEO
Waleed Mussa
Co-Founder
Recent News
2025-12-26
Startup Daily
2025-12-24
HealthCareIT News
2025-12-10
Company data provided by crunchbase