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Heidi Health is building AI-powered clinical documentation and care partnership tools that have already processed 73 million patient visits across 190+ countries. The company is seeking a Head of Customer Education to define and scale how healthcare organizations globally learn, adopt, and succeed with Heidi's AI Care Partner.
Reporting to the Head of Customer Success, this role sits at the intersection of customer experience, healthcare workflows, enablement, and commercial outcomes. You will partner across Customer Success, Support, Product, Sales, and Clinical teams to build education programs that accelerate adoption, improve customer outcomes, and support expansion opportunities.
Key responsibilities include:
- Define customer learning and adoption strategies across diverse healthcare settings (hospitals, emergency departments, veterinary, home health, allied health, physiotherapy, mental health, dental, specialist care)
- Build scalable education programs including eLearning, onboarding pathways, certifications, workshops, videos, and self-serve learning experiences
- Develop tailored enterprise training programs for strategic customers, supporting large-scale implementations and change management
- Drive commercial outcomes by improving customer retention, expansion readiness, product utilization, and implementation success through effective education
- Build and coordinate a global training network, managing both contractors and full-time team members across geographies
- Establish success metrics, track education effectiveness, and build operational systems to scale customer education efficiently
- Move fluidly between strategy and execution, testing and iterating quickly to turn ideas into practical systems
This is a hands-on player-coach role where you'll define strategy while actively building the operating model and creating learning experiences. You'll support strategic enterprise implementations and develop global training capabilities that grow with the business.
Required experience: Customer Education, Enablement, Customer Success, Implementation, or Learning & Development in SaaS or healthcare environments. Strong understanding of customer adoption, change management, and operational enablement. Experience building scalable eLearning programs. Commercial mindset connecting education outcomes to retention and expansion. Practical, hands-on approach balancing strategy and execution. Strong communication across technical, operational, and clinical stakeholders. Healthcare experience strongly preferred.
