Customer Success Manager (Enterprise) in City of London

Location: London, United Kingdom

Employment Type: Full time

Department: Customer Success

Who is Heidi? Heidi is building an AI Care Partner that supports clinicians every step of the way, from documentation to delivery of care. We exist to double healthcare’s capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages. Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare. Backed by nearly $100 million in total funding, Heidi is expanding across the USA, UK, Canada, and Europe, partnering with major health systems including the NHS, Beth Israel Lahey Health, MaineGeneral, and Monash Health, among others.

The Role: As an Enterprise Customer Success Manager at Heidi, you’ll own the end to end customer experience across diverse customer segments, helping clinicians adopt and love Heidi. You’ll be the strategic partner for a portfolio of Heidi’s largest enterprise customers, and will be accountable for their long-term success with Heidi. You’ll shape the customer journey from success design through implementation to ongoing value realisation, building trusted relationships with executives and clinical leaders to ensure Heidi delivers measurable outcomes, sustained adoption, and lasting impact across clinical teams.

What you’ll do:

• Lead enterprise deployments: Engage early in the customer journey to shape rollout and pilot strategies, ensuring every deployment is set up for success. Lead the onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows.
• Drive change management: Support organisations through significant workflow transformation by leading planning, communication, training, and reinforcement that give clinicians and executives confidence in adopting new ways of working.
• Partner for ongoing success: Build trusted, long-term relationships with executives, clinicians, and operational leaders to ensure sustained value well beyond go-live. Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies.
• Use data to drive decisions: Interpret and operationalise customer insights to design and execute initiatives that improve clinician engagement and satisfaction. Track and improve metrics along the customer journey like time-to-first-value and early activation.
• Communicate and collaborate: Communicate, present, and influence effectively at all levels, from executives to frontline clinicians, showing a genuine commitment to improving healthcare outcomes and supporting those who deliver care.
• Champion customer success: Focus on what truly matters to clinicians and health leaders — improving care, enhancing patient outcomes, and making clinicians’ working lives easier.
• Stay ahead of health-system trends: Be relentlessly curious about how healthcare is changing. Anticipate what’s next, from digital health innovation to hospital operations and clinician workflows.
• Scale success: Bring expertise, curiosity, and good judgement to how we grow. Shape the frameworks, tools, and ways of working that turn complex, multi-thousand clinician deployments into scalable, high-impact rollouts.

What we look for:

• 2–4+ years of experience in a Customer Success role at a SaaS company, with a proven track record of owning the full customer lifecycle.
• Healthcare experience or familiarity with clinical workflows is desirable, though not required.
• Exceptional communicator who can build trust with clinicians, administrators, and cross-functional teams alike.
• Highly organized and detail-oriented, ability to manage multiple projects and competing priorities without compromising quality.
• Self-starter with a bias for action, comfortable navigating fast-paced, ambiguous environments.
• Mission-driven, motivated by reducing clinician burden and improving patient outcomes through thoughtful, intelligent technology.
• Influential and credible, able to align executives, clinicians, and IT leaders around shared goals and drive measurable outcomes.
• Proven impact in driving genuine adoption and lasting behaviour change.
• Commercial mindset, understanding the link between customer success and business growth, including retention, renewals, and expansion.
• Builder mindset - collaborative, curious, and proactive.
• Tech fluent, confident using modern tools to collaborate, track outcomes, and share insights.
• Empathetic problem-solver, using data, curiosity, and insight to improve customer and patient outcomes.
• Thrives in change, adaptable and energised by building something meaningful in a fast-moving environment.
• Growth-oriented, eager to learn, contribute, and grow alongside a mission-driven team.

What do we believe in? Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world’s health demands it. Our mission is clear: expand the world’s capacity to care, and do it without losing the humanity that makes care worth delivering.

Why you should Join Heidi:

• Real product momentum.
• Equity from day one.
• Unmatched impact.
• Work alongside world-class talent.
• Growth and balance.
• Flexibility that works.

Heidi’s commitment to Diversity, Equity and Inclusion: Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We’re proud to be an equal opportunity employer and are proud to welcome all applicants as we’re committed to promoting a culture of opportunity for all.