Customer Success Manager (SMB) in London

You will be a trusted partner for our SMB customers, guiding them from their very first interaction with Heidi through to successful adoption of our platform. You’ll ensure customers feel supported, empowered, and set up for long‑term success. From account setup and tailored training to quarterly check‑ins, you’ll deliver a world‑class onboarding experience while acting as the customer’s voice within our team.

What you’ll do:

• Portfolio management: Manage a high‑volume portfolio of SMB customers. Use health scores, product usage signals and engagement data to triage where to focus your attention — and act fast when accounts show signs of risk or opportunity.
• Onboarding & Training: Lead new customer onboarding, ensuring smooth account setup, configuration and clear paths to first value. Deliver engaging 1:Many training sessions and office hours that help customers quickly realise value from Heidi.
• Customer Advocacy: Serve as the first point of contact, building strong relationships with SMB customers‑owning overall account health. Gather feedback, surface insights, and advocate for customer needs with internal teams.
• Drive Adoption & Engagement: Monitor customer activation metrics and ensure high adoption and strong health scores are reached across the SMB portfolio. Identify at‑risk accounts early and partner with customers to resolve blockers.
• Retention & Growth: Co‑Own retention and renewal targets for the SMB customer portfolio. Identify and qualify expansion opportunities across Heidi SMB customers.
• Process Improvement & Playbook Development: Support the creation and iteration of customer success playbooks, frameworks, and collateral to increase quality and speed of service delivery across our SMB customer segment.

What we will look for:

• You have 2‑4 years of experience in Customer Success, Operations or Implementation, ideally in SaaS or high‑volume environments.
• You’re highly organised and can confidently manage a portfolio of SMB accounts and competing priorities, while maintaining attention to detail and quality.
• You have a customer‑centric mindset and are motivated to ensure customers feel supported, valued and are set up for success.
• You have an analytical mindset – you’re comfortable diving into data to understand customer behaviour, identify patterns, and spot opportunities for improved activation, adoption and retention.
• You’re naturally curious and enjoy problem‑solving – you spot gaps in the process and help fix them.
• You want to build something that matters, and are hungry to learn alongside people who’ve done it before.

Why you will flourish with us:

• Unmatched impact. The rare chance to help shape and redefine what healthcare looks like.
• Real product momentum. We’re not trying to generate interest, we’re channeling it.
• Equity from day one. When Heidi wins, you win.
• Work alongside world‑class talent. Learn from some of the best engineers and creatives, joining a diverse team.
• Growth and balance. Enjoy a £500 personal development budget, dedicated wellness days, and your birthday off to recharge.
• Flexibility that works. A hybrid environment, with 3 days in the office.

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.