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Heidi Health is building AI-powered clinical tools that reduce administrative burden on healthcare providers. The company has achieved significant traction—processing 2.5 million patient sessions weekly across 190+ countries—and is now scaling its enterprise segment (hospitals and health networks).
As Head of Enterprise Customer Success, you will lead a newly dedicated function to manage Heidi's fastest-growing customer segment. This is a greenfield leadership opportunity to build a sophisticated, data-driven customer success organization from the ground up.
Key responsibilities include:
• Own Net Retention and account health across the enterprise portfolio, delivering regular strategic updates to executive leadership.
• Drive account expansion by identifying and capturing organic growth opportunities within existing customers, moving beyond basic account preservation.
• Design and execute a pilot-to-conversion motion that turns trial engagements into long-term partnerships at scale.
• Build and mentor a high-performing Customer Success Manager team, including hiring, retention, and skill development as the segment grows.
• Establish clear Account Planning and QBR cadences with every enterprise account, backed by documented playbooks and robust data.
• Partner closely with Sales on a unified commercial and implementation strategy to ensure customers succeed from contract signature onward.
• Translate frontline customer feedback and operational data into actionable insights for Product and Engineering teams.
• Collaborate with Support on clean account handoffs and maintain visibility into account health post-implementation.
You will need 8+ years in customer success or account management, with at least 3 years leading a CSM team in a high-growth B2B SaaS company. A proven track record managing large, complex enterprise accounts (not small-logo portfolios) is essential. You should have experience building CS programs, playbooks, and segmentation strategies from scratch, fluency in SaaS retention metrics (NRR, GRR, expansion), and comfort with CS/CRM tools like Gainsight, Totango, ChurnZero, or Salesforce. Strong executive communication skills are critical—you must be equally comfortable with clinicians and C-suite executives.
Healthcare or regulated-industry experience is a plus but not required. Clinical or EHR domain knowledge, experience with public health systems or government procurement, and multi-region scaling experience are nice-to-haves.
Success milestones: By day 30, you'll have mapped the enterprise customer journey end-to-end and have a plan for major implementations (NSW Health, Bupa) plus an NRR strategy. By day 60, the team will have documented playbooks, a real operating cadence, and clear visibility into retention and expansion risks. By day 90, you'll present a capacity and scaling plan to leadership, and enterprise customers will feel a measurable difference in support consistency.
