Customer Success Manager, Enterprise

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 We are hiring a strategic Enterprise Customer Success Manager to serve as the senior accountable lead for our most complex NHS and private health system accounts in the UK and Ireland. This is not a relationship management role. You will act as a strategic consultant to executive decision-makers inside NHS trusts and health networks — shaping deployment strategy, driving clinical and operational decisions, and building the internal organisational will to adopt and expand. At the same time, you will orchestrate a cross-functional delivery team of Implementation Specialists, Clinical Associates, Account Executives, and Forward Deployed Engineers, keeping internal execution aligned to what you have committed to on the ground. You will own a portfolio of 10 to 15 large NHS trusts or strategic health organisations (250+ users each), leading the full lifecycle from pilot design through implementation, adoption, expansion, and renewal. WHAT YOU’LL DO Act as a strategic consultant to executive stakeholders - Lead executive-level engagements with CIOs, CMOs, COOs, and clinical directors. Shape the customer’s thinking on deployment strategy, change approach, and long-term value — not just report on progress. - Build the internal organisational case for adoption by helping executives understand what good looks like, what is blocking it, and what decisions are theirs to make. - Adapt your advisory style fluently across frontline clinicians, operational managers, IT leads, and board-level executives. Orchestrate the internal delivery team - Serve as the accountable lead for the cross-functional pod assigned to your accounts: Implementation Specialists, Clinical Associates, Account Executives, and Forward Deployed Engineers. - Translate executive commitments into clear delivery briefs. Hold the team accountable to outcomes without line authority. - Surface risk early, resolve internal ambiguity, and keep Product, Engineering, and Support properly informed so they can act when needed. Lead multi-site NHS rollouts - Drive sophisticated, multi-wave implementations with formal governance structures, clinical change management, and cross-site coordination. - Design and oversee structured adoption programmes: training waves, competency assessments, workflow reinforcement, and coaching delivered in partnership with Clinical Associates on the ground. - Build success plans grounded in clinical and operational KPIs that are meaningful to NHS commissioners and trust leadership. Own commercial outcomes - Lead renewal conversations with strong, evidence-based value narratives tied to clinical outcomes and usage data. - Identify and execute expansion opportunities across sites, departments, and specialties. Partner with Account Executives to close. - Contribute to NRR and portfolio growth across your account set. Engage in pre-sales and pilots - Work alongside Account Executives to scope NHS pilots for success, shape deployment strategy, and run customer-facing sessions when needed. - Design evaluation frameworks for pilots that are grounded in clinical and operational KPIs and translatable into multi-year value narratives. Shape how we work - Contribute to the frameworks, tools, and playbooks that turn complex NHS programmes into scalable, repeatable rollouts for the wider team. WHAT WE’RE LOOKING FOR - NHS or health system experience: You understand how NHS organisations work — how decisions are made, who holds influence, and what governance and compliance obligations shape procurement and deployment. This is strongly preferred, not optional. - Executive advisory presence: You are comfortable being the least senior person in the room and still being the person who shapes the outcome. You have changed a senior stakeholder’s mind on a strategic decision, not just maintained a relationship. - Cross-functional orchestration: You have driven accountability across teams you do not own — clinicians, engineers, commercial colleagues — through influence, clarity, and trust rather than authority. - Enterprise lifecycle ownership: 5+ years in SaaS customer success or client-facing roles, with at least 3 years managing enterprise accounts (250+ users, high-value ARR), across scoping, implementation, adoption, expansion, and renewal. - Change management: Experience leading multi-site rollouts that drive genuine behaviour change and sustained adoption in complex organisations. - Commercial acumen: Strong on expansion, complex renewals, and contributing to NRR and portfolio growth. You can hold a commercial conversation without defaulting to the Account Executive. - Data to narrative: You translate usage patterns and outcome data into clear strategic narratives — adjusted in depth and style for IT, ops, and executive audiences. - Political intelligence: You read complex organisational landscapes quickly, work around internal factions, and stay credible across competing agendas without getting captured by any one of them. 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. - Equity from day one. When Heidi wins, you win. You'll share directly in the success you help create. - 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. Comprehensive private medical and dental cover through Bupa, plus 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.