Customer Success Manager (SMB)

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 commercially astute SMB Customer Success Manager to lead the end-to-end lifecycle for our SMB customers. Based in Sydney or Melbourne, you'll own a portfolio of a large number of clinics, practices, and small healthcare organisations (under 250 users each), serving as a trusted partner who supports deployment, drives measurable clinical and operational outcomes, and expands Heidi's footprint across your book. You'll work closely with Implementation Specialists and Account Executives from pre-sales through to long-term value realisation, balancing relationship-building with hands-on execution. What you’ll do - Own the SMB 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 stakeholder relationships: Earn trusted relationships across practice owners, practice managers, clinical leads, and administrative staff. Tailor your engagement to what each stakeholder cares about. - Support rollouts: Drive efficient implementations with clear plans and cross-functional coordination. Support workflow change through structured reinforcement: training sessions, competency checks, and coaching. - Engage in pre-sales and pilots: Work alongside Account Executives and Implementation Specialists to shape deployment approach, scope pilots for success, and run customer-facing demos when needed. - Translate data into action: Synthesise usage and outcome metrics into clear narratives. Adjust depth and style for practice owners, clinicians, and admin 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 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. - Contribute to the playbook: Help build the frameworks, tools, and ways of working that turn SMB programmes into scalable, repeatable rollouts. What you'll need - Experience: 2+ years in SaaS customer success or client-facing roles, ideally with some exposure to SMB or mid-market accounts (under 250 users). - Full-lifecycle ownership: Some track record across scoping, implementation, adoption, expansion, and renewal — comfortable owning the whole relationship even in smaller, less complex environments. - Relationship-building: Builds trusted relationships with practice owners, clinical leads, and administrative stakeholders. Earns credibility quickly. - Change management: Experience supporting rollouts that drive genuine behaviour change and sustained adoption. - Commercial acumen: Solid understanding of expansion and renewals, and how they contribute to NRR and portfolio growth. - Data-driven: Translates usage patterns and outcomes into practical insights for customers and internal teams. - Communication range: Adapts depth and style fluently from frontline clinicians to practice owners. - Pre-sales comfort: Willing and able to scope deals, support pilot design, and run demos alongside Sales. - Healthcare a bonus: Familiarity with clinical workflows or small healthcare practices 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.