Implementation Manager

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 Role

We’re looking for a proactive, collaborative Implementation Specialist to support the onboarding, training, and deployment of Heidi for our enterprise healthcare customers. Based in our London office, you’ll work closely with our Enterprise Customer Success Managers to deliver large-scale implementations of Heidi. Combining strong project delivery skills with clinical empathy and deep product understanding, you’ll create high-impact onboarding experiences that ensure every clinician and supporting organisation is set up to realise value from day one.

What you’ll do:

• Implementation & Onboarding: Deliver smooth onboarding and implementation of Heidi across mid-market and enterprise customers. Run engaging training sessions for clinicians and operational staff. Create and refine materials to ensure an intuitive and rewarding experience. Assess clinician goals and workflows to design tailored onboarding and “Aha moment” workshops that drive engagement and adoption. Partner closely with Customer Success Managers to coordinate rollout plans, milestones, deliverables and alignment with key stakeholders.
• Clinical Enablement & Support: Become a clinical and Heidi subject matter expert to confidently guide clinicians through features and translate them into practical, real-world benefits. Provide real-time support during go-lives and early usage. Translate clinical workflows into bespoke practical training that helps clinicians embed Heidi effectively into their unique setting.
• Adoption & Continuous Improvement: Monitor activation and usage metrics, identify risks early, and collaborate to remove blockers. Gather and analyse user feedback to refine onboarding and improve adoption playbooks. Partner across Product, Sales, Support and Engineering teams to share insights and streamline implementation processes. Develop scalable tools, playbooks, and best practices to ensure consistent, high-quality delivery.

What we look for:

• You’ve worked in implementation, onboarding, customer success, or clinical operations, ideally in healthcare technology.
• You’re a great communicator who can build trust with clinicians, administrators, and cross-functional teams alike.
• You’re organised and skilled at juggling multiple complex projects without dropping the details that matter.
• You’re naturally curious, love solving problems, and use data to guide decisions and improve outcomes.
• You’ve got a bias for action - you're adaptable, and comfortable getting stuck in to solve challenges as they arise.
• You bring deep empathy and curiosity to your work, always focused on making life easier for clinicians and better for patients.
• You’re excited by change, thrive in fast-moving environments, and love learning as you go.
• Most of all, you want to build something meaningful and grow alongside a team that’s doing the same.

Bonus:

Experience in healthcare, AI, or LLMs is a plus but not required. Attitude is more important than experience so if you are a hungry, competitive and highly motivated operator who has a knack for problem solving and building relationships, we want to hear from you.

What do we believe in?

• 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 in shaping the playbook for how we are scaling customer success at a critical growth moment - all while working on a product that delivers tangible value to clinicians and patients every day.
• 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 at least 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.