Customer Success Manager, West

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 exist to double healthcare's capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages. Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare. Backed by nearly $100 million in total funding, Heidi is expanding across the USA, UK, Canada, and Europe, partnering with major health systems including the NHS, Beth Israel Lahey Health, MaineGeneral, and Monash Health, among others. We move quickly where it matters and stay grounded in what's proven, shaping healthcare's next era. Ready for the challenge? ## **Job Summary** We're seeking a strategic and relationship-focused Customer Success Manager with 3-5 years of experience to manage our portfolio of mid-market healthcare organisations. In this role, you'll own 20-30 accounts (30-250 users each), building multi-stakeholder relationships from clinical users to operational leadership. ## You'll design and execute customised success plans, leverage data analytics to drive adoption, and guide customers through organisational change while identifying expansion opportunities and ensuring renewals. This role requires a balance of strategic thinking and hands-on execution—you'll run pilots, lead implementations, conduct QBRs, and drive measurable outcomes. Success in this role means strong customer health scores, successful pilots that convert to full deployments, high adoption rates, and consistent renewal and expansion performance across your portfolio. ## **Key Responsibilities** ### **Develop and Execute Strategic Success Plans** - Create account-specific success plans aligned with customer business objectives, maintaining detailed customer profiles and actionable plans across your entire book of business. - Build and maintain success plans that explicitly map goals → metrics → milestones, reviewed with customers at predictable cadences. - Conduct high-quality QBRs and value reviews that quantify outcomes, surface risks, and drive alignment with customer stakeholders. - Ensure no accounts stall—every account always has a next action, forecast, and clear owner. ### **Build and Manage Multi-Stakeholder Relationships** - Manage diverse mid-market stakeholder groups by clarifying goals, roles, and adoption expectations across operational and clinical layers. - Influence senior stakeholders with confidence, distilling clinical/operational complexity into simple decision frameworks. - Anticipate misalignment weeks in advance by reading behavioural signals, usage patterns, and meeting dynamics. - Demonstrate the ability to "reset" or recalibrate adoption expectations without escalation when needed. ### **Lead Pilots and Implementations** - Build actionable rollout plans with milestones, training waves, and readiness checks for mid-market deployments. - Manage pilots with precision—scope, timeline, success criteria, and debriefs are always explicit and aligned. - Use playbooks and templates to ensure consistency across accounts while adapting for specific customer contexts. - Produce rollout plans that clearly articulate milestones, owners, training schedules, and risk checkpoints. ### **Drive Data-Informed Customer Strategy** - Interpret usage depth, workflow adherence, and risk indicators to prioritise actions across your portfolio. - Quickly convert raw usage and workflow signals into clear interpretations: what's working, what's not, and why it matters. - Produce simple, high-signal narratives for QBRs or executive conversations that influence strategic direction. - Provide internal teams with portfolio-level insights that influence product and GTM strategy. ### **Lead Change Management** - Guide customers through workflow changes, product updates, and organisational transitions by clearly communicating the "why" and ensuring smooth adoption across diverse user groups. - Apply structured reinforcement: training waves, competency checks, coaching sessions. - Adjust rollout based on real-time adoption signals, constraints, and operational realities. ### **Own Renewals and Expansion** - Proactively manage the end-to-end renewal process, building compelling value narratives backed by outcome data. - Build expansion hypotheses with supporting evidence: usage depth, stakeholder pull, and business outcomes. - Partner with Sales to co-develop expansion plans that feel natural, customer-centric, and timely. - Make decisions that protect revenue through proactive risk management and strategic account planning. ### **Collaborate Cross-Functionally** - Facilitate smooth handovers between Sales → Implementation → Adoption → Renewal. - Advocate for customer needs with clarity, evidence, and prioritisation. - Drive internal alignment during critical rollouts or escalations. - Contribute to playbooks, process improvements, and internal knowledge sharing. - Work with Customer Success Associates who support your accounts, providing clear direction and feedback. ## **Required Qualifications** - 3-5 years in a customer success or account management role at a B2B SaaS company, managing mid-market accounts. - Proven experience building relationships with senior stakeholders (clinical leaders, operations managers, practice owners). - Strong analytical skills with experience using data platforms to drive insights and inform customer strategy. - Track record of meeting/exceeding renewal and expansion targets in multi-stakeholder environments. - Experience leading pilots, implementations, or rollouts with multiple stakeholder groups. - Excellent communication skills (written and verbal) with ability to tailor messaging to different audiences. - Experience conducting QBRs, business reviews, or strategic account planning. ## **Bonus Qualifications** - Experience in healthcare SaaS or familiarity with clinical workflows and healthcare operations. - Experience presenting ROI analyses and business cases to operational or executive stakeholders. - Experience with CRM platforms (HubSpot preferred) and data analysis tools (Omni or similar). - Familiarity with change management methodologies or frameworks. - Previous experience in a startup or high-growth environment. - Experience with presentation tools like Canva or Figma.