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’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 two million patient visits each week 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.
The Role
We’re hiring a strategic and commercially astute Enterprise Customer Success Manager to lead the end-to-end lifecycle for our most complex and valuable customers.
Based in Sydney, Melbourne, New York, or London, you’ll own a portfolio of 3 to 6 large hospital systems, health networks, and strategic healthcare organisations (250+ users each), serving as a trusted strategic partner who shapes deployment strategy, drives measurable clinical and operational outcomes, and expands Heidi’s footprint across multi-site enterprises.
This is a senior role. You’ll work closely with Implementation Specialists and Account Executives from pre-sales through to long-term value realisation, balancing strategic partnership with hands-on execution.
What you will do
Own the enterprise lifecycle: Lead the full customer relationship from pre-sales scoping and pilot design through implementation, adoption, expansion, and renewal. Build success plans that map customer goals to measurable clinical and operational outcomes.
Build executive partnerships: Earn trusted, long-term relationships across C-suite (CIO, CMO, COO, CEO), clinical leadership, IT, and operations. Tailor your engagement to what each stakeholder cares about.
Lead multi-site rollouts: Drive sophisticated implementations with formal governance, detailed plans, and cross-functional coordination. Manage workflow change through structured reinforcement: training waves, competency assessments, and coaching.
Engage in pre-sales and pilots: Work alongside Account Executives and Implementation Specialists to shape deployment strategy, scope pilots for success, and run customer-facing demos when needed.
Translate data into action: Synthesise enterprise usage and outcome metrics into clear narratives. Adjust depth and style for IT, ops, and exec audiences. Use data to decide where to intensify training, redesign workflow, or expand.
Own commercial outcomes: Lead renewal conversations with strong value narratives. Identify and execute expansion opportunities backed by adoption maturity and outcome data. Partner with AEs to close.
Prove value: Build evaluation frameworks for pilots and rollouts grounded in clinical and operational KPIs. Use outcome data to shape multi-year value narratives that strengthen commercial positioning.
Orchestrate cross-functionally: Provide concise, complete context to Product, Engineering, Implementation, GTM, and Support. Surface risk early, drive decisions during ambiguity.
Shape the playbook: Contribute to the frameworks, tools, and ways of working that turn complex enterprise programmes into scalable, repeatable rollouts.
What we will look for
Experience: 5+ years in SaaS customer success or client-facing roles, with at least 3 years managing enterprise accounts (250+ users, high-value ARR).
Full-lifecycle ownership: Proven track record across scoping, implementation, adoption, expansion, and renewal in complex enterprise environments.
Executive presence: Builds trusted relationships with C-suite, clinical leaders, and technical stakeholders. Earns credibility quickly.
Change management: Experience leading multi-site rollouts that drive genuine behaviour change and sustained adoption.
Commercial acumen: Strong on expansion, complex renewals, and contributing to NRR and portfolio growth.
Data-driven: Translates usage patterns and outcomes into strategic insights for customers and internal teams.
Communication range: Adapts depth and style fluently from frontline clinicians to board-level executives.
Pre-sales comfort: Willing and able to scope deals, design pilots, and run demos alongside Sales.
Healthcare a bonus: Familiarity with clinical workflows, hospital systems, or large health networks helps you ramp faster.
The Way We Work
1. Build to Last
We design for safety and reliability so clinicians, patients, and our teams can trust what we build every day.
2. Own Your Practice
Ideas rise on merit, not title, and everyone shares responsibility for the standards we set together.
3. Move Fast, Stay Steady
We move quickly but never at the cost of trust. Progress only matters if people can depend on what we make.
4. Make Others Better
Honest feedback, steady support, and shared growth keep our teams improving together.
Why you will flourish with us
Flexible hybrid working, with 3 days in the office
Monthly $150 AUD benefit to invest in your physical and mental wellbeing
Recharge Days after major milestones and busy periods
A generous personal development budget of $1000 AUD per annum
Become an owner, with shares (equity) in the company, if Heidi wins, we all win
A one-time home office setup contribution
26 weeks paid parental leave for primary carers, 18 weeks for secondary carers
A fertility support benefit of $10,000 AUD covering IVF, egg freezing or sperm freezing
10 days per year dedicated to supporting clinicians in maintaining accreditation
The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups
If you have an impact quickly, the opportunity to fast track your startup career!
Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We’re proud to be an equal opportunity employer and welcome all applicants as we’re committed to promoting a culture of opportunity for all.
