Customer Success Manager, Mid-Market

We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. Our platform has absorbed the administrative chaos of 175 million patient visits and supported 67 million clinical hours. Today, we support 2.8 million patient sessions a week across 190+ countries, in 110 languages and over 200 specialties. Healthcare systems are failing us; clinicians spend more time on documentation than on patients, and the human connection that makes medicine worth practicing is eroding. Our mission is simple: double the world’s capacity for care and strengthen the human connection at its heart.

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

• 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.
• 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.
• 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.

How we show up

• Build for the next decade, not next quarter.
• Our targets are outrageous on purpose.
• The world's health doesn't have the luxury of incrementalism.
• Lead, don't wait.
• We treat tomorrow's problems today.
• Sometimes we build what's needed before it's wanted, and we're fine with that.
• Follow the evidence.
• Trust the patient.
• We pursue truth relentlessly.
• But when the subjective and objective disagree, we treat the patient, not the numbers.
• Ego is a comorbidity we can't afford.
• Own the outcome.
• Everyone here carries the company.
• Raise problems with solutions, solve them end-to-end, and never be a bystander.
• Ship, measure, go again.
• A button today, a workflow tomorrow.
• More iterations beat better planning.
• We're precise at pace, not reckless.
• Live in clinicians' reality.
• Not the ideal workflow, the twenty-patients-before-lunch actual one.
• We build for exhausted humans, and we'd better be decent ones while we do it.

Why Heidi?

You'll join a team measured on real-world impact, not press cycles. We live and breathe the challenges of modern health systems, and are laser-focused on exacting the change we'd like to see. We're medicos, engineers, builders and designers who've felt (on every side of the equation) what non-care feels like, the moral and practical toll as a provider or receiver. Building what we're building isn't always easy. Standard tech playbooks routinely fail in healthcare, and the friction of the medical system will test your perseverance. But we didn't choose easy, we chose a purpose-driven mission that actually matters. We hold ourselves to a higher standard because healthcare demands it.

If you join Heidi, you recognize that the deeper question isn't whether AI can solve the global healthcare crisis, but whose hands will shape it. True A-players progress extremely fast here. The nature of the scale-up game is demanding, but we value sustainable performance and mental health. You're trusted to perform, and you set your schedule. We operate on outcomes > inputs, not process theatre. We all take the bins out, metaphorically and literally.

We take care of you:

• Comprehensive private medical and dental cover through Bupa.
• 24/7 mental health, coaching and wellbeing support through Sonder.
• A £100/month Healthy Heidi's wellness stipend.
• A £500 home office budget.
• A £700 annual learning and development budget.
• 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave.
• Fertility support up to £7,000.
• Up to four weeks of work from anywhere per year.
• Recharge Days after major milestones and busy periods.
• 10 days per year of clinical leave for eligible clinical roles.
• A hybrid working 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.