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Heidi Health is building an AI Care Partner platform for clinicians, transforming healthcare by reducing administrative burden and strengthening human connection. The company has grown ARR from $1M to $50M in two years and recently secured $340M in funding (Series C led by Blackbird and growth investment from General Catalyst).
You will own a portfolio of approximately 50 mid-market UK healthcare accounts with ~£2.5M ARR. This is a full commercial role where you carry a real quota covering net revenue retention (NRR), renewals, and expansion. You are a revenue owner, not a support function.
Key responsibilities:
**Commercial Pipeline Ownership**: Carry and forecast a renewal and expansion pipeline across your full portfolio. Build and maintain expansion hypotheses for every account backed by usage data and adoption maturity. Position the full Heidi product suite proactively to existing accounts, identifying the right SKU fit and sequencing multi-product conversations. Partner closely with aligned Account Executives on upsell and cross-sell. Manage renewal processes end-to-end, including difficult conversations.
**High-Volume Portfolio Management**: Own approximately 50 accounts simultaneously with a clear prioritization model. Maintain accurate account health data, forecasts, and pipeline in HubSpot. Build and execute account-specific success plans mapped to measurable outcomes. Run high-quality QBRs that quantify value delivered and surface commercial opportunities.
**Adoption and Outcomes**: Take accounts from pilot through full deployment, leading implementation coordination and clinical workflow integration. Use usage data and adoption signals to intervene early. Apply structured change management through training cadences and workflow reinforcement. Work with Customer Success Associates where available.
**Risk Management**: Identify churn risk from leading indicators (usage drop, stakeholder change, disengagement). Surface risk early with clear diagnosis and recovery plans. Own recovery execution without waiting for escalation.
**Collaboration**: Maintain tight working relationships with AE counterparts, aligning on account strategy and moving commercially in the same direction. Advocate for customer needs internally with clarity and evidence. Contribute to playbooks and frameworks that sharpen the wider CS team.
Heidi operates with a purpose-driven mission focused on real-world impact. The company values sustainable performance, mental health, and outcomes over process. Hybrid working with 3 days in office. Up to 4 weeks work-from-anywhere per year.
**Requirements**:
- 3–5+ years in customer success or commercial account management at a B2B SaaS company
- Proven track record carrying a real quota, managing pipeline, and hitting expansion and renewal targets in multi-stakeholder environments
- Experience positioning and expanding across multiple SKUs within existing customer bases
- Comfortable owning a large book of accounts simultaneously with strong organizational systems
- Strong pipeline discipline: accurate forecasting, CRM hygiene, transparency on book status
- Proven ability to collaborate with sales partners, sharing intelligence and closing together
- Proactive commercial instinct: spotting expansion signals early and building hypotheses backed by evidence
- Ownership of renewal conversations including difficult negotiations
- Data literacy: using usage and adoption data to make decisions and build customer narratives
- Healthcare experience (clinical workflows, NHS/private healthcare operations, health system procurement) is a meaningful advantage for faster ramp and stakeholder credibility
