Head of Customer Education

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 This is a once-in-a-lifetime opportunity! We’re hiring a Head of Customer Education to define and scale how healthcare organizations and providers around the world learn, adopt, and succeed with an AI Care Partner. Reporting to the Head of Customer Success this role sits at the intersection of customer experience, healthcare workflows, enablement, and commercial outcomes. You will work across Customer Success, Support, Product, Sales, and Clinical teams to build education programs that accelerate adoption, improve customer outcomes, support expansion opportunities, and help enterprise customers successfully operationalize Heidi at scale. This role spans a wide range of healthcare environments and specialties, including hospitals, emergency departments, veterinary, home health, allied health, physiotherapy, mental health, dental, specialist care, and more. To start, this is a hands-on player-coach role. You won’t just define the education strategy — you’ll help build the operating model, create scalable learning experiences, support strategic enterprise implementations, and develop a global training capability that grows with the business. What you’ll do DEFINE CUSTOMER LEARNING AND ADOPTION STRATEGIES Partner with Customer Success, Product, Clinical, and Enterprise teams to define what successful onboarding, activation, adoption, and workflow integration look like across different healthcare settings and customer segments. BUILD SCALABLE EDUCATION PROGRAMS Create and continuously improve eLearning, onboarding pathways, certifications, workshops, videos, guides, and self-serve learning experiences that help customers realize value quickly and confidently adopt Heidi into daily clinical workflows. DEVELOP ENTERPRISE TRAINING PROGRAMS Work closely with Customer Success and Enterprise teams to build tailored education and rollout plans for strategic customers, supporting large-scale implementations, change management, workflow redesign, and long-term adoption success. DRIVE COMMERCIAL CUSTOMER OUTCOMES Help improve customer retention, expansion readiness, product utilization, and implementation success through effective education and operational enablement. Partner with customer-facing teams during strategic enterprise engagements where training and adoption are critical to success. BUILD AND MOBILIZE THE GLOBAL TRAINING NETWORK Manage and coordinate in-field trainers across geographies, including both contractors and full-time team members, ensuring customers receive high-quality and locally relevant training experiences globally. OWN EDUCATION OPERATIONS AND MEASUREMENT Establish success metrics, track education effectiveness and customer adoption, and build operational systems that help scale customer education efficiently as Heidi continues to grow globally. BE A BUILDER Get into the detail, test and iterate quickly, and turn ideas into practical systems and learning experiences that providers and customer teams actually use. What you'll need - Experience in Customer Education, Enablement, Customer Success, Implementation, or Learning & Development in a SaaS or healthcare environment - Strong understanding of customer adoption, change management, and operational enablement - Experience building scalable eLearning and customer education programs - Commercial mindset with the ability to connect education outcomes to customer retention, expansion, and long-term value - Practical and hands-on: able to move between strategy and execution without losing momentum - Strong communicator who can bring clarity across technical, operational, and clinical stakeholders - Experience managing trainers, facilitators, or distributed enablement programs is highly valued - Healthcare experience strongly preferred 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.