Customer Success Manager (SMB)

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 SMB Customer Success Manager 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:

• Onboarding & Training: Lead new customer onboarding, ensuring smooth account set‑up, configuration and clear paths to first value. Deliver engaging training sessions and office hours that help customers quickly realise value from Heidi. Provide clear resources, guides, and proactive support to drive customer confidence and independence. Support the design and improvement of repeatable processes and playbooks for SMB accounts.
• Customer Advocacy: Serve as the first point of contact, building strong relationships with SMB customers and owning overall account health. Gather feedback, surface insights, and advocate for customer needs with internal teams to help influence the evolution of our product roadmap. Act as the voice of the customer internally, ensuring their needs are prioritised and wins are captured.
• Drive Adoption & Engagement: Monitor customer activation metrics and ensure adoption milestones are met across your portfolio. Identify at‑risk accounts early and partner with customers to resolve blockers. Track and analyse customer usage data to recommend best practices and opportunities for deeper engagement. Develop and execute tailored adoption plans, helping customers better embed Heidi into their existing workflows.
• Retention & Success: Facilitate quarterly business reviews to showcase value, align on goals, and drive retention. Develop long‑term relationships that result in satisfied, loyal customers. Own retention and renewals across your assigned SMB customers. Identify partnership or expansion opportunities, working cross‑functionally with sales to achieve these.
• Process Improvement & Playbook Development: Support the creation and iteration of customer success playbooks, frameworks, and collateral. Continuously look for opportunities to improve efficiency and enhance the customer journey.

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 have a bias for action – you’re unafraid to get your hands dirty in an extremely fast‑paced environment to help solve different challenges and priorities.
• You want to build something that matters, and are hungry to learn alongside people who’ve done it before.
• You’re excited by a market that’s ambiguous and evolving – where success comes from listening closely, testing constantly, and learning fast.
• You’re ready to own customer outcomes end‑to‑end.

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.

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 are proud to be an equal opportunity employer and are proud to welcome all applicants as we are committed to promoting a culture of opportunity for all.