Applied AI Lead (Account Management)

Job description

## **We’re Heidi.** We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. Our platform has absorbed the administrative chaos of 175 million patient visits and supported 67 million clinical hours. Today, we support 2.8 million patient sessions a week across 190+ countries, in 110 languages and over 200 specialties. Healthcare systems are failing us; clinicians spend more time on documentation than on patients, and the human connection that makes medicine worth practicing is eroding. Our mission is simple: double the world’s capacity for care and strengthen the human connection at its heart. We found product-market fit with a freemium medical scribe that clinicians love. Now, we're expanding. Every task a clinician hands to Heidi is a patient who feels more attended to, a health system unclogged, and a clinician who gets to be a clinician again. We’ve grown annual recurring revenue from $1 million to $50 million in two years. To go further, we’ve secured US$340 million: a $100 million Series C led by Blackbird, with Phoenix Court, Point72 Private Investments and Headline, alongside a $240 million growth investment led by General Catalyst’s Customer Value Fund. If you want to join us in doing work worth shipping, jump in. ## ## About the Role We’re looking for an **Applied AI Lead** to deliver results across Heidi’s most complex customer deployments and growth opportunities. As a senior individual contributor on Heidi’s US Applied AI team, you’ll own strategic customer relationships within a specialty-focused pod and help improve how the broader team deploys, drives adoption, and expands the use of AI. **This is a quota-carrying, consultative deployment and account management role.** You’ll lead ambiguous customer engagements from discovery through implementation, expansion, and renewal, partnering with Clinical Engineers to develop solutions that create measurable clinical and operational value. You’ll bring deep product expertise, strong commercial judgment, and a track record of solving difficult problems independently. Your impact will extend beyond your own portfolio through better processes, actionable customer insights, and mentorship of less experienced colleagues. ## **What you'll do** - **Own complex, strategic accounts.** Build trusted relationships with executives, clinicians, and operational leaders, aligning stakeholders around clear transformation plans and measurable outcomes. - **Pursue the highest-value growth opportunities.** Independently identify and advance opportunities for adoption, expansion, and renewal, challenging low-impact work and focusing effort where it can deliver the strongest return. - **Lead discovery and solution scoping.** Run live product demonstrations and initial discovery independently, explain capabilities and limitations, and bring Clinical Engineers into deeper technical design and implementation. - **Solve ambiguous deployment challenges.** Identify root causes, develop practical options, recommend a path forward, and bring a proposed next step to each issue you raise. - **Deliver complex initiatives end to end.** Coordinate dependencies across customers and internal teams, track progress, surface risks early, and adjust plans to protect delivery and customer value. - **Apply deep product understanding.** Use Heidi’s products routinely and understand the roadmap, underlying architecture, and clinical logic well enough to identify gaps and opportunities others may miss. - **Shape decisions through customer insight.** Bring a detailed understanding of customer workflows, pain points, and buying processes into Product and Clinical Engineering discussions. Proactively develop use cases that increase meaningful usage. - **Improve how the team works.** Turn successful approaches into repeatable discovery, deployment, adoption, and account growth practices that improve consistency across the department. - **Mentor and connect colleagues.** Support less experienced team members, strengthen relationships between teams, and communicate complex issues clearly enough for others to act. - **Maintain commercial discipline.** Own accurate forecasts and account plans for your portfolio, using adoption, utilization, and credit consumption data to anticipate risks and opportunities. ## **What we're looking for** - 5+ years of experience in consultative deployment, account management, management consulting, or a related customer-facing technology role, with sustained success in complex engagements. - A track record of independently resolving ambiguous customer and commercial problems and delivering measurable adoption, retention, or expansion outcomes. - Deep product fluency, including the ability to lead demonstrations and discovery and connect technical capabilities to clinical and operational needs. - Experience building executive-level business cases and transformation plans that lead to investment and adoption. - Strong analytical judgment: you can identify root causes, assess return on investment, and challenge work that will not materially improve outcomes. - Experience coordinating multi-step initiatives across teams, managing dependencies, and identifying delivery risks before they become missed commitments. - Evidence of improving processes and translating individual expertise into practices others can use. - The ability to mentor colleagues and influence across teams without formal management authority. - Confidence in surfacing disagreement, recommending a clear direction, and committing to the agreed decision. ## Strongly appreciated, but not required - Bilingual - French language capabilities - Deep familiarity with clinical workflows and healthcare buying processes. - Experience deploying AI products in healthcare or other complex operational environments. - Experience growing accounts across both seat-based and usage-based commercial models. ## **The Way We Work** 1. **Live Forever** — We build for healthcare’s next decade, not next quarter. We set outrageous targets, lead healthcare forward, and follow the evidence — even when it’s uncomfortable. 2. **Practice Ownership** — Everyone here carries the company. We raise the bar on hiring and excellence, own the outcome end-to-end, and focus on what matters over process. 3. **Move Fast, Fix Faster** — The more we do, the more we learn. We ship atoms daily, learn from every release, and stay precise at pace — Heidi never goes down. 4. **Get Better** — The best clinicians teach. So do we. We live in clinicians’ reality, bring warmth to the work, and choose clarity over cleverness. ## **Why You Will Flourish With Us** - Generous Healthcare, Dental, and Vision benefit options 90%+ paid for by Heidi - $100/month Healthy Heidis budget - $700/year learning & development budget - Recharge Days after major pushes - The rare chance to create a global impact as you immerse yourself in one of the leading healthtech startups