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 Lifecycle Lead to deliver customer communications and lifecycle programs that support key moments across the customer journey.
This is a senior individual contributor role for someone who leads by example. You’ll personally design, build, and ship lifecycle journeys and campaigns, setting the standard for how lifecycle is done. The focus is on execution, impact, and craft - showing what great looks like before the function scales further.
The role spans two tightly connected areas:
Customer Comms – ensuring critical and always-on communications are delivered accurately and on time
Lifecycle & Campaigns – building behaviour-driven programs that support activation, multi-product adoption, retention, and resurrection
While this role includes comms ownership, the centre of gravity is lifecycle SaaS: product-embedded journeys, event-driven orchestration, and measurable growth outcomes. This is not customer marketing.
What you’ll do
Lifecycle Programs & Outcomes
Design and deliver lifecycle journeys and campaigns that support key customer moments, including:
Activation and first value
Multi-product adoption
Engagement and retention
Churn prevention and resurrection
Translate growth goals into clear lifecycle initiatives and success metrics
Ensure lifecycle work is closely tied to product usage and customer value
Comms & Lifecycle Delivery
Accountable for delivery of customer communications and lifecycle campaigns
Ensure comms are timely, accurate, well-targeted, and coordinated across channels
Balance operational reliability with high-impact lifecycle execution
Ensure campaigns and comms work together as a cohesive user experience
Hands-On Lifecycle Execution
Personally design, build, launch, and optimise lifecycle journeys using Braze and data from the CDP
Build cross-channel programs spanning:
In-product experiences
Email
Push notifications
Create behavior-driven, state-based journeys rather than one-off campaigns
Own QA, performance analysis, and iteration
Build, edit, and QA lifecycle messages using HTML and CSS, including templates, dynamic content, and personalisation logic
Comfortable debugging delivery or rendering issues and partnering with engineering where deeper technical support is required
Product-Embedded Lifecycle
Partner closely with Product, Data, and Engineering to:
Define and maintain high-quality event tracking in the CDP
Embed lifecycle moments directly into the product experience
Ensure journeys flow naturally in and out of product surfaces
Use lifecycle insights to identify friction and opportunity in the product
Experimentation & Optimisation
Run structured experimentation across lifecycle stages
Design tests with clear hypotheses and success metrics
Use cohort and funnel analysis to continuously improve outcomes
What Success Looks Like
Reliable, high-quality delivery of customer comms and lifecycle campaigns
Strong support for activation, adoption, and retention initiatives
Lifecycle journeys that feel contextual, timely, and product-native
Clear proof points for what “great lifecycle execution” looks like at the company
What You’ll Bring
6–10+ years in lifecycle, growth, or product-led SaaS roles
A strong lifecycle background (this is not a customer marketing role)
Hands-on experience with Braze
Proven experience building complex, cross-channel lifecycle journeys
Comfort working directly in HTML/CSS; familiarity with JavaScript, webhooks, or custom events is a bonus but not required
Strong product intuition and comfort working with data from a CDP
Bias to action - you ship, measure, and iterate
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 should join Heidi 🚀
Real product momentum. We’re not trying to generate interest, we’re channeling it.
Equity from day one. When Heidi wins, you win. You’ll share directly in the success you help create.
Unmatched impact. Play a pivotal role in defining and scaling customer success at a critical growth moment - all while working on a product that delivers tangible value to clinicians and patients every day.
Work alongside world-class talent. Join a team of operators and builders who’ve scaled unicorns.
Global reach. Help shape our international expansion as we bring Heidi to key international markets.
Growth and balance. personal development budget, dedicated wellness days, and your birthday off to recharge, work from anywhere in the world for a month.
Flexibility that works. A hybrid environment, with 3 days in the office.
Heidi’s commitment to Diversity, Equity and Inclusion
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 are proud to welcome all applicants as we’re committed to promoting a culture of opportunity for all.
