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Heidi Health is an AI Care Partner company that works alongside clinicians to enhance healthcare delivery. Founded by clinicians and backed by nearly $100M in funding, Heidi has returned 18+ million hours to clinicians and supported 73+ million patient visits across 116 countries in 18 months. The company partners with major health systems including the NHS, Beth Israel Lahey Health, and Monash Health.
As a Customer Success Manager for the West region, you will manage a portfolio of 20-30 mid-market healthcare organizations (30-250 users each), owning the full customer lifecycle from implementation through renewal and expansion. You'll build multi-stakeholder relationships spanning clinical users to operational leadership, designing customized success plans that align with each customer's business objectives.
Key responsibilities include: developing and executing strategic success plans with explicit goal-to-metric-to-milestone mapping; conducting high-quality quarterly business reviews (QBRs) that quantify outcomes and surface risks; leading pilots and implementations with clear scope, timelines, and success criteria; interpreting usage data and workflow signals to prioritize actions across your portfolio; guiding customers through change management and product updates; proactively managing renewals and identifying expansion opportunities; and collaborating cross-functionally with Sales, Implementation, and Product teams.
You'll need to influence senior stakeholders with confidence, anticipate misalignment through behavioral and usage signals, and reset adoption expectations without escalation when needed. Success is measured by strong customer health scores, high adoption rates, successful pilot-to-deployment conversions, and consistent renewal and expansion performance.
Required: 3-5 years in customer success or account management at B2B SaaS companies managing mid-market accounts; proven relationship-building with senior clinical and operational stakeholders; strong analytical skills and experience with data platforms; track record of meeting/exceeding renewal and expansion targets in multi-stakeholder environments.
