Customer Success Manager

Heidi is on a mission to half the time it takes to deliver world class care.

We believe that in 2050 every clinician will practice with AI systems that free them from administrative burden and increase the quality and accessibility of care to patients across the world.

Today, we have a suite of tools that modernize documentation. Tomorrow, we’ll equip every healthcare org with AI assistants that undo the tediums of clinical & non clinical work

Our team is a potent mosaic of sage, accomplished leaders & brilliant polymaths hungry to prove it. We achieve in 6 months what it takes our competitors 4 years to do.

We’ve recently raised a round of funding to supercharge the incomprehensible growth we’re seeing.

Therefore we’re hiring a Customer Success Manager in Canada to own the end to end customer experience across diverse customer segments, helping clinicians adopt and love Heidi.

• Own customer outcomes: Be the strategic partner for a portfolio of Heidi’s customers, ensuring they achieve measurable success and realise value.

• Lead onboarding & training: Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows.

• Track and improve metrics along customer journey like time-to-first-value and early activation.

• Drive strategic adoption: Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians.

• Enhance Retention & Growth: Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement.

• Implementation: Drive the end to end implementation process ensuring a seamless experience.

• Customer advocacy: Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins.

• Continuous engagement: Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies. Think and act strategically to scale your impact.

• Resolve operational blockers by collaborating with product, engineering, and support teams to ensure a smooth customer experience.

• Feedback insights: Gather and share insights to influence product development and feature prioritisation.

• Improve Process & Playbook development to refine and scale customer success playbooks, frameworks and collateral.

• Stay ahead of trends in digital health and customer success to continuously inform your customer strategies.

• 2-4 Years in a customer facing role, healthcare ideal but not required.

• Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality.

• Execute closely with cross-functional teams including Product, Operations and Sales to drive market growth.

• Self-motivated, with a bias for action and unafraid to get your hands dirty to solve a wide range of shifting challenges and priorities.

• You’ll need to be impeccably sharp, omnitalented and humble.

• You’ll bear the existential weight of the company as much as the founders & early employees.

• If you’re the right fit - you’ll love every moment of it.

• You’re looking for uncapped growth. You don't want to be limited by yearly promotion programs and the general lameness of the corporate world. Your ability to win defines the gradient of your growth.

• Obsessed with operations, scalability and efficiency.

• You’ve got a doer’s mentality - find a problem, own it, fix it.

• Strong intuition, creativity and common sense to lead complex projects.

• Experience in healthcare is great, but not required.

• Fluency in French is also a plus

Attitude is more important than experience so if you are a hungry, competitive and highly motivated operator who has a knack for problem solving and building relationships we want to hear from you.