Customer Success Manager, Mid-Market

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.

We are hiring a commercially driven Mid-Market Customer Success Manager to own a portfolio of approximately 50 accounts and a ~£2.5M ARR book of business across UK mid-market healthcare organisations.

This is a full-ownership commercial role. You will carry an ambitious quota covering NRR, renewal, and expansion, manage your own pipeline, forecast accurately, and work in close partnership with Account Executives to grow your book. You are not a support function - you are a revenue owner.

The right person for this role has thrived in a high-volume, multi-product SaaS environment where they were expected to carry a real number, manage pipeline with rigour, and proactively position multiple SKUs to existing accounts. You are energised by working across a large portfolio simultaneously, you spot commercial signals early, and you know how to move an account from adoption to expansion without waiting to be asked.

Own your commercial pipeline

• Carry and forecast a renewal and expansion pipeline across your full portfolio. Hit your number.

• Build and maintain expansion hypotheses for every account - backed by usage depth, adoption maturity, and stakeholder readiness - and convert them into revenue.

• Position the full Heidi product suite proactively to existing accounts, identifying the right SKU fit and sequencing multi-product conversations with confidence.

• Partner closely with your aligned Account Executives on upsell and cross-sell: bring the account context, co-develop the commercial approach, and close together.

• Manage renewal processes end to end - from early risk identification through negotiation and signature - without defaulting to your AE for the hard conversations.

Manage a high-volume portfolio with rigour

• Own approximately 50 accounts simultaneously. Operate with a clear prioritisation model that keeps at-risk accounts protected, healthy accounts growing, and no account left unattended.

• Maintain accurate account health data, forecasts, and pipeline in Hub Spot. Your book should be readable by anyone on the team without a briefing from you.

• Build and execute account-specific success plans that map customer goals to measurable outcomes, reviewed at predictable cadences.

• Run high-quality QBRs that quantify value delivered, surface the next commercial opportunity, and create exec-level alignment.

Drive adoption and outcomes

• Take accounts from pilot through full deployment, leading implementation coordination, training waves, and clinical workflow integration.

• Use usage data and adoption signals to intervene early - before a customer knows they have a problem. Translate data into clear, customer-ready narratives.

• Apply structured change management: training cadences, competency checks, and workflow reinforcement - to move clinicians from activation to habit.

• Work with Customer Success Associates where available, providing clear direction and maintaining full accountability for outcomes.

Manage risk proactively

• Identify churn risk from leading indicators - usage drop, stakeholder change, disengagement, competitive noise - not from NPS surveys or lagging signals.

• Surface risk early internally with a clear diagnosis and a plan, not just a flag.

• Own recovery plans for at-risk accounts and execute them without waiting for escalation.

Collaborate and contribute

• Maintain a tight, professional working relationship with your AE counterpart.…