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Heidi Health is building an AI Care Partner platform that supports clinicians globally, processing 2.8 million patient sessions per week across 190+ countries in 110 languages and 200+ specialties. The company has grown ARR from $1M to $50M in two years and recently raised $340M (Series C led by Blackbird plus $240M growth investment from General Catalyst).
As a Customer Success Associate, you will be the first human contact for small and mid-size healthcare practices when they have questions about Heidi's platform. You'll transform confused first-time users into confident clinicians who cannot imagine documenting without Heidi. This role is part of a follow-the-sun team covering every timezone, working alongside teammates in South Africa, the Philippines, and Mexico.
Key responsibilities include:
- Answer inbound questions from SMB customers across countries and timezones via shared email inbox, keeping responses fast, accurate, and genuinely useful
- Work with support and cross-functional teams to chase down resolutions for complex issues
- Book and run one-to-one training sessions with clinicians to proactively prevent problems
- Coach users who are not yet getting full value from the platform
- Provide advice and support to colleagues worldwide, sharing learnings to sharpen the team
- Handle repeatable admin and internal requests from CS and go-to-market teams
- Help develop the customer success motion from the ground up, testing approaches and bringing ideas
- Aim daily to delight customers with proactive, fast, high-quality service
This role is built for people with clinical background who understand the day-to-day reality of GPs and hospital doctors—their time constraints, stressors, and administrative burden. You will help write the playbook rather than inherit a finished one, treating that as the best part of the job.
Heidi's values center on precision, pace, and ownership: Live Forever (measured, safe releases guided by data), Practice Ownership (decisions follow logic and proof), Small Cuts Heal Faster (stability earns trust, speed delivers impact), and Make Others Better (direct feedback, constant kindness, collective growth).
Benefits include 24/7 mental health and wellbeing support, £100/month health stipend, 26 weeks paid parental leave for primary carers, £7,000 fertility support, £700/year learning budget, £500 home office setup budget, recharge days after milestones, up to 4 weeks work-from-anywhere annually, 10 clinical days per year for eligible roles, and hybrid flexibility (3 days in office).
REQUIREMENTS:
- Medical or clinical background; have worked in or close to a clinic or hospital and understand the day-to-day reality of GPs and hospital doctors, their time constraints, stressors, and administrative burden
- Speed and composure; operate fast, juggle multiple conversations, stay calm when several things land at once
- Bias for action; pick up the phone, chase answers, solve problems rather than logging for someone else
- Talent for delight; find proactive touches that turn fine interactions into memorable ones
- Tooling familiarity ideally; comfort with software like HubSpot and Intercom is a real advantage (company will teach specifics)
- Open, collaborative mind; want to help shape how the team works, not just follow a script
