Customer Success Manager (Enterprise)

Job description

WE’RE HEIDI. We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. In just 18 months, our clinical AI products have absorbed the administrative chaos of 73 million patient visits. Today, we support over 2.5 million patient sessions a week across 190+ countries. 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 healthcare capacity 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. If you don’t choose easy and you want to build something way bigger than yourself then, choose the challenge, choose Heidi. THE ROLE We're hiring a strategic and commercially astute Enterprise Customer Success Manager to lead the end-to-end lifecycle for our most complex and valuable customers. Based in Sydney, Melbourne, New York, or London, you'll own a portfolio of 3 to 6 large hospital systems, health networks, and strategic healthcare organisations (250+ users each), serving as a trusted strategic partner who shapes deployment strategy, drives measurable clinical and operational outcomes, and expands Heidi's footprint across multi-site enterprises. This is a senior role. You'll work closely with Implementation Specialists and Account Executives from pre-sales through to long-term value realisation, balancing strategic partnership with hands-on execution. WHAT YOU WILL DO - Own the enterprise lifecycle: Lead the full customer relationship from pre-sales scoping and pilot design through implementation, adoption, expansion, and renewal. Build success plans that map customer goals to measurable clinical and operational outcomes. - Build executive partnerships: Earn trusted, long-term relationships across C-suite (CIO, CMO, COO, CEO), clinical leadership, IT, and operations. Tailor your engagement to what each stakeholder cares about. - Lead multi-site rollouts: Drive sophisticated implementations with formal governance, detailed plans, and cross-functional coordination. Manage workflow change through structured reinforcement: training waves, competency assessments, and coaching. - Engage in pre-sales and pilots: Work alongside Account Executives and Implementation Specialists to shape deployment strategy, scope pilots for success, and run customer-facing demos when needed. - Translate data into action: Synthesise enterprise usage and outcome metrics into clear narratives. Adjust depth and style for IT, ops, and exec audiences. Use data to decide where to intensify training, redesign workflow, or expand. - Own commercial outcomes: Lead renewal conversations with strong value narratives. Identify and execute expansion opportunities backed by adoption maturity and outcome data. Partner with AEs to close. - Prove value: Build evaluation frameworks for pilots and rollouts grounded in clinical and operational KPIs. Use outcome data to shape multi-year value narratives that strengthen commercial positioning. - Orchestrate cross-functionally: Provide concise, complete context to Product, Engineering, Implementation, GTM, and Support. Surface risk early, drive decisions during ambiguity. - Shape the playbook: Contribute to the frameworks, tools, and ways of working that turn complex enterprise programmes into scalable, repeatable rollouts. WHAT WE WILL LOOK FOR - Experience: 5+ years in SaaS customer success or client-facing roles, with at least 3 years managing enterprise accounts (250+ users, high-value ARR). - Full-lifecycle ownership: Proven track record across scoping, implementation, adoption, expansion, and renewal in complex enterprise environments. - Executive presence: Builds trusted relationships with C-suite, clinical leaders, and technical stakeholders. Earns credibility quickly. - Change management: Experience leading multi-site rollouts that drive genuine behaviour change and sustained adoption. - Commercial acumen: Strong on expansion, complex renewals, and contributing to NRR and portfolio growth. - Data-driven: Translates usage patterns and outcomes into strategic insights for customers and internal teams. - Communication range: Adapts depth and style fluently from frontline clinicians to board-level executives. - Pre-sales comfort: Willing and able to scope deals, design pilots, and run demos alongside Sales. - Healthcare a bonus: Familiarity with clinical workflows, hospital systems, or large health networks helps you ramp faster. HOW WE SHOW UP - Build for the next decade, not next quarter. Our targets are outrageous on purpose. The world's health doesn't have the luxury of incrementalism. - Lead, don't wait. We treat tomorrow's problems today. Sometimes we build what's needed before it's wanted, and we're fine with that. - Follow the evidence. Trust the patient. We pursue truth relentlessly. But when the subjective and objective disagree, we treat the patient, not the numbers. Ego is a comorbidity we can't afford. - Own the outcome. Everyone here carries the company. Raise problems with solutions, solve them end-to-end, and never be a bystander. - Ship, measure, go again. A button today, a workflow tomorrow. More iterations beat better planning. We're precise at pace, not reckless. - Live in clinicians' reality. Not the ideal workflow, the twenty-patients-before-lunch actual one. We build for exhausted humans, and we'd better be decent ones while we do it. Why Heidi? You’ll join a team focused on real-world impact over imaginary valuations and glossy PR. We live and breathe the challenges of modern health systems, and are laser-focused on exacting the change we’d like to see. We’re medicos, engineers, builders, and designers who’ve felt the moral and practical toll of what non-care feels like. True A-players progress extremely fast here. The nature of the scale-up game is demanding, but we value sustainable performance and mental health. You're trusted to perform, and you set your schedule. We operate on outcomes > inputs, not process theatre. We all take the bins out, metaphorically and literally. Building what we’re building isn’t always easy. But we didn’t choose easy, we chose to build something that actually matters. We hold ourselves to a higher standard because healthcare demands it. If you join Heidi, you recognise that the deeper question isn’t whether AI can solve the global healthcare crisis, but whose hands will shape it. The work is hard, but you will trust and admire the people you work beside, and rest easy knowing you’re doing the defining work of your career. We take care of you. We offer a $1,000 annual learning and development budget, a $150/month health and wellness allowance, a $500 home office budget, 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave, fertility support up to $10,000, four weeks of work from anywhere per year, and serious equity. 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 welcome all applicants as we're committed to promoting a culture of opportunity for all.