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For Companies At a Glance
- Tasks: Support onboarding and training for SMB customers, ensuring they successfully adopt our platform.
- Company: Join a fast-growing healthtech startup on a mission to transform healthcare with AI.
- Benefits: Enjoy a competitive salary, personal development budget, and equity options.
- Why this job: Make a real impact in healthcare while growing your career in a dynamic environment.
- Qualifications: Strong organisational skills and a customer-centric mindset are essential.
- Other info: Be part of a diverse team and help shape the future of healthcare.
The predicted salary is between 30000 - 42000 £ per year.
Heidi is on a mission to halve the time it takes to deliver world-class care. We believe that by 2050, every clinician will practice alongside AI systems that eliminate administrative burden and elevate the quality and accessibility of care everywhere. Today, our tools modernise clinical documentation and free clinicians to focus on what matters most, their patients. Soon we'll equip every healthcare organisation with AI assistants that erase the tedium of clinical and operational work.
Our team is a mosaic of accomplished leaders and polymaths united by pace and purpose. We achieve in months what others take years to do. We've recently secured a 65 M USD Series B funding from leading global investors to accelerate the extraordinary growth we're seeing and expand our impact across the healthcare ecosystem. Used in over 100 countries and a goal to have 73 Million consults in 18 months, Heidi has become one of the fastest growing healthcare AI platforms globally.
The Role
We’re hiring a proactive, empathetic, and execution-focused Customer Success Associate to support the onboarding and training of our SMB customer groups in the UK. Based in our London office, you’ll be at the heart of ensuring clinicians not only adopt Heidi, but truly embed it into their daily practice. Your task will be to engage those teams, deliver clear onboarding pathways, and provide training that empowers them to unlock Heidi’s full value.
What you’ll be doing
- Onboarding & Training: Lead new customer onboarding, ensuring smooth account setup and configuration. Deliver engaging 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. Gather feedback, surface insights, and advocate for customer needs with internal teams.
- Drive Adoption & Engagement: Monitor customer activation metrics and ensure adoption milestones are met. Identify at-risk accounts early and partner with customers to resolve blockers.
- Retention & Success: Facilitate quarterly business reviews to showcase value, align on goals, and drive retention.
- Process Improvement & Playbook Development: Support the creation and iteration of customer success playbooks, frameworks, and collateral.
This role could be a great fit if:
- You’re early in your operations/customer success career but have already shown strong ownership, work ethic, and operational instinct.
- You’ve worked in customer success/operations, implementation or other high-volume, high-autonomy environments.
- You’re highly organised and can confidently manage multiple accounts and competing priorities.
- 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.
- You’re naturally curious and enjoy problem solving.
- You have a bias for action - you’re unafraid to get your hands dirty in an extremely fast-paced environment.
- You want to build something that matters, and are hungry to learn alongside people who’ve done it before.
What do we believe in?
- Live Forever: Every release moves care forward: measured, safe, and built to last.
- Practice Ownership: Decisions follow logic and proof, not hierarchy.
- Small Cuts Heal Faster: Stability earns trust, speed delivers impact.
- Make others better: Feedback is direct, kindness is constant, and excellence lifts everyone.
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 will flourish with us?
- We’re almost always in-person, based in our London office.
- Additional paid day off for your birthday and wellness days.
- A generous personal development budget of $500 per annum.
- Learn from some of the best engineers and creatives, joining a diverse team.
- Become an owner, with shares (equity) in the company.
- The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups.
Customer Success Associate employer: Heidi
Contact Detail:
Heidi Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Associate
✨Tip Number 1
Network like a pro! Reach out to people in the healthcare and tech space, especially those who are already working at Heidi. A friendly chat can open doors and give you insights that might just set you apart from other candidates.
✨Tip Number 2
Prepare for the interview by understanding Heidi's mission and values. Show us how your skills align with our goals of transforming healthcare. Be ready to share examples of how you've made an impact in previous roles!
✨Tip Number 3
Don’t just wait for the job to come to you! Apply through our website and follow up with a quick email to express your enthusiasm. It shows initiative and keeps you on our radar.
✨Tip Number 4
Be proactive during the interview process. Ask questions about the team dynamics and how you can contribute to building a strong customer success framework. This will demonstrate your commitment to making a difference at Heidi.
We think you need these skills to ace Customer Success Associate
Some tips for your application 🫡
Show Your Passion for Healthcare: When writing your application, let your enthusiasm for healthcare and technology shine through. We want to see how you connect with our mission to improve care delivery and how you can contribute to that vision.
Tailor Your Experience: Make sure to highlight relevant experiences that align with the Customer Success Associate role. We’re looking for examples of how you've successfully onboarded customers or improved their experience in previous roles.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the role. Remember, we want to understand your story quickly!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to join our team.
How to prepare for a job interview at Heidi
✨Know Your Product Inside Out
Before the interview, make sure you understand Heidi's mission and how its tools help clinicians. Familiarise yourself with the features of the platform and think about how they can benefit different types of healthcare organisations. This knowledge will show your genuine interest and help you answer questions confidently.
✨Showcase Your Customer-Centric Mindset
Prepare examples from your past experiences where you've successfully supported customers or clients. Highlight your ability to build relationships and advocate for their needs. This role is all about ensuring customers feel valued, so demonstrating your empathy and proactive approach will set you apart.
✨Be Ready to Discuss Data and Metrics
Since the role involves monitoring customer activation metrics, be prepared to discuss how you've used data in previous roles. Think about how you identified trends or patterns that led to improved customer engagement. Showing your analytical mindset will resonate well with the interviewers.
✨Embrace the Fast-Paced Environment
Heidi is growing rapidly, so it's important to convey your adaptability and eagerness to thrive in a dynamic setting. Share examples of how you've managed multiple priorities or adapted to change in previous roles. This will demonstrate that you're ready to jump into the action and contribute to the team's success.
