Heidi · 4 hours ago
Customer Success Manager (SMB)
United States
Full-time
Remote
Entry, Mid Level
$70K/yr - $85K/yr
2+ years expHeidi is building an AI Care Partner that supports clinicians every step of the way, from documentation to delivery of care. As a Customer Success Manager, you will own the end-to-end customer experience, ensuring clinicians adopt and love Heidi 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
2-4+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle
Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams
Highly organised and can confidently 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
Preferred
Experience in healthcare or familiar with clinical workflows
Benefits
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!
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