Customer Success Associate

Job description

WHO WE ARE Healthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible. We’re a team of doctors, engineers, designers, researchers, and creatives building tools that help clinicians stay focused on what matters most: their patients. In just 18 months, Heidi has given back more than 18 million hours to healthcare professionals - supporting 73 million patient visits in 116 countries. Today, more than ten million patient visits per month are powered by Heidi worldwide. Backed by nearly $100 million in funding, we’re growing in the US, UK, Canada, and Europe, partnering with leading health systems including the NHS, Beth Israel Lahey Health, and Monash Health. THE ROLE Heidi is building a customer success motion that feels less like a help desk and more like a clinical colleague who happens to be brilliant at software. The Customer Success Associate sits at the center of that. You are the first human a small or mid-size practice meets when they have a question, and the person who turns a confused first week into a clinician who cannot imagine documenting without Heidi again. This role is built for people with a clinical background. You have worked in a clinic or a hospital, or close enough to one to know exactly what a Tuesday afternoon looks like when the waiting room is full and the notes from the morning are still unwritten. You understand the time pressure, the administrative weight and the mental load that general practitioners and hospital doctors carry. You will also not inherit a finished playbook. You will help write one. We are designing a proactive, fast, high-quality service motion from the ground up, and we want people who treat that as the best part of the job, not the scary part. WHAT YOU’LL DO Our SMB customers are global and so is the work. There is no local-versus-global split here. You are part of a follow-the-sun team that covers every timezone, working alongside teammates in South Africa, the Philippines and Mexico. SERVICE OUR CUSTOMERS, WHEREVER THEY ARE - Answer questions for Heidi's SMB customer base across countries and timezones, with no coverage gaps. - Handle inbound questions over our shared email inbox, keeping responses fast, accurate and genuinely useful. - Work with our support team and other teams across Heidi to chase down resolutions when a question needs more than one set of hands. TRAIN AND DELIGHT - Book and run one-to-one training sessions where you get ahead of problems instead of waiting for them, the kind of proactive touch that makes a customer feel looked after. - Coach clinicians who are not yet getting the full value from Heidi, and answer questions when they hit a wall. - Spot the moment a frustrated user becomes a confident one, and engineer more of those moments. SUPPORT THE WIDER TEAM - Provide advice and support to colleagues around the world, sharing what you learn so the whole team gets sharper. - Take on repeatable admin and internal requests from CS and go-to-market teams, freeing senior CSMs to focus on higher-value work. HELP BUILD THE MOTION - Stay open-minded as we develop the service motion together, bringing your ideas and testing different approaches with us so we keep what works. - Aim, every day, to delight and surprise customers with service that is proactive, fast and high quality, and help us set a bar that customers do not expect. WHAT WE’RE LOOKING FOR This is a hard role and we are honest about that. It rewards people who move quickly, hold several things in their head at once and still make each customer feel like the only one. The strongest candidates will have: - A medical or clinical background. You have worked in or close to a clinic or hospital and you understand the day-to-day reality of GPs and hospital doctors, their time constraints, their stressors and their administrative burden. - Speed and composure. You operate fast, juggle multiple conversations and stay calm when several things land at once. - A bias for action. You pick up the phone, you chase the answer and you solve the problem rather than logging it for someone else. - A talent for delight. You find the proactive touch that turns a fine interaction into a memorable one. - Tooling familiarity, ideally. Comfort with software like HubSpot and Intercom is a real advantage, though we will teach the specifics. - An open, collaborative mind. You want to help shape how this team works, not just follow a script. 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 SHOULD JOIN HEIDI 🚀 - Real product momentum. We're not trying to generate interest, we're channeling it. - Unmatched impact. Play a pivotal role at a critical growth moment - working on a product that delivers tangible, real-world value to clinicians and patients every day. - Work alongside world-class talent. Join a team of operators and builders who've scaled unicorns. - Your health, covered. 24/7 mental health, coaching and wellbeing support through Sonder and a £100/month Healthy Heidi’s stipend. - Global parental leave. 26 weeks paid for primary carers and 18 weeks for secondary carers, subject to eligibility. - Fertility support. £7,000 one-off payment, eligibility applies. - Learning & development. £700 per year for courses, books, memberships, conferences and more. - Home office budget of £500 one-off to set up a workspace you actually want to work in. - Recharge days after major milestones and busy periods so you can reset and come back strong. - Work from anywhere for up to 4 weeks per year, wherever the world takes you. - Clinical leave. 10 days per year for eligible clinical roles to maintain accreditation and requirements. - Flexibility that works. A hybrid environment, with 3 days in the office. HEIDI’S COMMITMENT TO DIVERSITY, EQUITY AND INCLUSION Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We're proud to be an equal opportunity employer and are proud to welcome all applicants as we're committed to promoting a culture of opportunity for all.