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Heidi Health is hiring a strategic Enterprise Customer Success Manager to lead complex NHS and private health system accounts across the UK and Ireland. This is a senior, strategic role—not transactional relationship management.
You will serve as the primary strategic consultant to executive decision-makers (CIOs, CMOs, COOs, clinical directors) inside NHS trusts and health networks. You will shape deployment strategy, drive clinical and operational decisions, and build internal organizational will to adopt and expand Heidi's AI Care Partner platform. You will own a portfolio of 10–15 large NHS trusts or strategic health organizations (250+ users each), leading the full lifecycle from pilot design through implementation, adoption, expansion, and renewal.
Key responsibilities:
• Act as strategic consultant to executive stakeholders: lead executive-level engagements, shape customer thinking on deployment strategy and long-term value, build internal organizational case for adoption, and adapt your advisory style across frontline clinicians, operational managers, IT leads, and board-level executives.
• Orchestrate the internal delivery team: serve as accountable lead for cross-functional pods (Implementation Specialists, Clinical Associates, Account Executives, Forward Deployed Engineers), translate executive commitments into clear delivery briefs, hold teams accountable to outcomes without line authority, and surface risk early.
• Lead multi-site NHS rollouts: drive sophisticated, multi-wave implementations with formal governance structures and clinical change management, design and oversee structured adoption programmes (training waves, competency assessments, workflow reinforcement), and build success plans grounded in clinical and operational KPIs.
• Own commercial outcomes: lead renewal conversations with evidence-based value narratives tied to clinical outcomes and usage data, identify and execute expansion opportunities across sites and departments, and contribute to NRR and portfolio growth.
• Engage in pre-sales and pilots: work alongside Account Executives to scope NHS pilots, shape deployment strategy, design evaluation frameworks grounded in clinical and operational KPIs, and run customer-facing sessions.
• Shape how we work: contribute to frameworks, tools, and playbooks that turn complex NHS programmes into scalable, repeatable rollouts.
Heidi Health has grown ARR from $1M to $50M in two years and recently secured $340M in funding (Series C led by Blackbird plus $240M growth investment from General Catalyst). The company operates across 190+ countries in 110 languages, supporting 2.8 million patient sessions per week.
Requirements:
• NHS or health system experience: strong understanding of how NHS organisations work, decision-making structures, influence dynamics, and governance/compliance obligations. Strongly preferred, not optional.
• Executive advisory presence: comfortable being the least senior person in the room and still shaping outcomes; demonstrated ability to change a senior stakeholder's mind on strategic decisions.
• Cross-functional orchestration: proven track record driving accountability across teams you do not own (clinicians, engineers, commercial colleagues) through influence, clarity, and trust rather than authority.
• Enterprise lifecycle ownership: 5+ years in SaaS customer success or client-facing roles, with at least 3 years managing enterprise accounts (250+ users, high-value ARR) across scoping, implementation, adoption, expansion, and renewal.
• Change management: experience leading multi-site rollouts that drive genuine behaviour change and sustained adoption in complex organisations.
• Commercial acumen: strong on expansion, complex renewals, and contributing to NRR and portfolio growth; able to hold commercial conversations without defaulting to Account Executives.
• Data to narrative: ability to translate usage patterns and outcome data into clear strategic narratives, adjusted in depth and style for IT, ops, and executive audiences.
• Political intelligence: ability to read complex organisational landscapes quickly, work around internal factions, and stay credible across competing agendas.
