Customer Success Manager, Mid-Market

Who We Are

Healthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible. We’re a team of doctors, engineers, designers, researchers, and creatives building tools that help clinicians stay focused on what matters most: their patients. In just 18 months, Heidi has given back more than 18 million hours to healthcare professionals - supporting 73 million patient visits in 116 countries. Today, more than ten million patient visits per month are powered by Heidi worldwide. Backed by nearly $100 million in funding, we’re growing in the US, UK, Canada, and Europe, partnering with leading health systems including the NHS, Beth Israel Lahey Health, and Monash Health.

The Role

We are hiring a commercially driven Mid-Market Customer Success Manager to own a portfolio of approximately 50 accounts and a ~£2.5M ARR book of business across UK mid-market healthcare organisations. This is a full-ownership commercial role. You will carry an ambitious quota covering NRR, renewal, and expansion, manage your own pipeline, forecast accurately, and work in close partnership with Account Executives to grow your book. You are not a support function - you are a revenue owner.

The right person for this role has thrived in a high-volume, multi-product SaaS environment where they were expected to carry a real number, manage pipeline with rigour, and proactively position multiple SKUs to existing accounts. You are energised by working across a large portfolio simultaneously, you spot commercial signals early, and you know how to move an account from adoption to expansion without waiting to be asked.

What you’ll do

• Own your commercial pipeline
• Carry and forecast a renewal and expansion pipeline across your full portfolio. Hit your number.
• Build and maintain expansion hypotheses for every account - backed by usage depth, adoption maturity, and stakeholder readiness - and convert them into revenue.
• Position the full Heidi product suite proactively to existing accounts, identifying the right SKU fit and sequencing multi-product conversations with confidence.
• Partner closely with your aligned Account Executives on upsell and cross-sell: bring the account context, co-develop the commercial approach, and close together.
• Manage renewal processes end to end - from early risk identification through negotiation and signature - without defaulting to your AE for the hard conversations.

Manage a high-volume portfolio with rigour

• Own approximately 50 accounts simultaneously.
• Operate with a clear prioritisation model that keeps at-risk accounts protected, healthy accounts growing, and no account left unattended.
• Maintain accurate account health data, forecasts, and pipeline in HubSpot.
• Your book should be readable by anyone on the team without a briefing from you.
• Build and execute account-specific success plans that map customer goals to measurable outcomes, reviewed at predictable cadences.
• Run high-quality QBRs that quantify value delivered, surface the next commercial opportunity, and create exec-level alignment.

Drive adoption and outcomes

• Take accounts from pilot through full deployment, leading implementation coordination, training waves, and clinical workflow integration.
• Use usage data and adoption signals to intervene early - before a customer knows they have a problem.
• Translate data into clear, customer-ready narratives.
• Apply structured change management: training cadences, competency checks, and workflow reinforcement - to move clinicians from activation to habit.
• Work with Customer Success Associates where available, providing clear direction and maintaining full accountability for outcomes.

Manage risk proactively

• Identify churn risk from leading indicators - usage drop, stakeholder change, disengagement, competitive noise - not from NPS surveys or lagging signals.
• Surface risk early internally with a clear diagnosis and a plan, not just a flag.
• Own recovery plans for at-risk accounts and execute them without waiting for escalation.

Collaborate and contribute

• Maintain a tight, professional working relationship with your AE counterpart.
• Align on account strategy, share intelligence, and move in the same direction commercially.
• Advocate for customer needs internally with clarity, evidence, and prioritisation - not volume.
• Contribute to playbooks, commercial frameworks, and team knowledge that make the wider CS team sharper.

What we’re looking for

• Commercial track record in SaaS: 3–5+ years in a customer success or commercial account management role at a B2B SaaS company.
• You have carried a real quota, managed pipeline, and hit expansion and renewal targets in a multi-stakeholder environment.
• Multi-product fluency: Experience positioning and expanding across multiple SKUs within an existing customer base.
• You understand how to sequence a multi-product conversation and build the commercial case for each product.
• High-volume portfolio management: Comfortable owning a large book of accounts simultaneously without letting anything fall through the cracks.
• You have a system, and it works.
• Pipeline discipline: You forecast accurately, update your CRM without being asked, and can walk anyone through your book at any time.
• Pipeline hygiene is not an admin task for you — it is how you think.
• AE collaboration: You know how to work with a sales partner — sharing account intelligence, aligning on commercial approach, and closing together.
• You do not wait for the AE to initiate; you bring them in at the right moment.
• Proactive commercial instinct: You spot expansion signals before the customer asks for more.
• You build hypotheses, bring evidence, and move accounts forward without being prompted.
• Renewal ownership: You lead renewal conversations yourself, including the hard ones.
• You build value narratives from outcome data and can hold a commercial conversation without defaulting to your AE.
• Data literacy: You use usage and adoption data to make decisions, build customer narratives, and support commercial conversations.
• You do not need an analyst to tell you what is happening in your portfolio.
• Healthcare a meaningful advantage: Familiarity with clinical workflows, NHS or private healthcare operations, or health system procurement helps you ramp faster and earn credibility with clinical stakeholders sooner.

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. We believe in progress built through precision, pace, and ownership.

• Live Forever - Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters.
• Practice Ownership - Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character.
• Small Cuts Heal Faster - Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on.
• Make others better - Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output.

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. We're not trying to generate interest, we're channeling it.
• Equity from day one. When Heidi wins, you win. You'll share directly in the success you help create.
• Unmatched impact. Play a pivotal role at a critical growth moment - working on a product that delivers tangible, real-world value to clinicians and patients every day.
• Work alongside world-class talent. Join a team of operators and builders who've scaled unicorns.
• Your health, covered. Comprehensive private medical and dental cover through Bupa, plus 24/7 mental health, coaching and wellbeing support through Sonder and a £100/month Healthy Heidi’s stipend.
• Global parental leave. 26 weeks paid for primary carers and 18 weeks for secondary carers, subject to eligibility.
• Fertility support. £7,000 one-off payment, eligibility applies.
• Learning & development. £700 per year for courses, books, memberships, conferences and more.
• Home office budget. of £500 one-off to set up a workspace you actually want to work in.
• Recharge days. after major milestones and busy periods so you can reset and come back strong.
• Work from anywhere. for up to 4 weeks per year, wherever the world takes you.
• Clinical leave. 10 days per year for eligible clinical roles to maintain accreditation and requirements.
• Flexibility that works. A hybrid environment, with 3 days in the office.

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.