Customer Success Manager, West

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, Maine General, 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?

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.

• 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.

• 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.

• 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.

• Interpret usage depth, workflow adherence, and risk indicators to prioritise actions across your portfolio.
• Quickly convert raw usage and workflow…