Heidi-posted 3 months ago
$85,000 - $115,000/Yr
Full-time • Mid Level
New York, NY
Heavy and Civil Engineering Construction

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 with AI systems that free them from administrative burdens and increase the quality and accessibility of care to patients across the world. Built for clinicians, by clinicians, at the core of Heidi is its people. We are an eclectic bunch of inventors, builders, scientists, nurses, doctors, mathematicians, designers, creatives, and high-agency executors. We achieve in 6 months what it takes our competitors 4 years to do. In just 12 months, 20 million patient consults were supported by Heidi, and we're now powering more than 1 million consults every week. With our most recent USD$16.6m round of funding from leading VC firms, we're geared up to supercharge our ambitious growth, and we need multiple exceptional Customer Success Managers to help us get there.

  • Own the end to end customer experience across diverse customer segments, helping clinicians adopt and love Heidi.
  • Be the strategic partner for a portfolio of Heidi's customers, ensuring they achieve measurable success and realise value.
  • Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows.
  • Track and improve metrics along customer journey like time-to-first-value and early activation.
  • Develop and execute tailored adoption plans to maximise user engagement and satisfaction.
  • Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement.
  • Build executive-level relationships and become the voice of the customer internally.
  • Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies.
  • Resolve operational blockers by collaborating with product, engineering, and support teams.
  • Gather and share insights to influence product development and feature prioritisation.
  • Improve Process & Playbook development to refine and scale customer success playbooks, frameworks and collateral.
  • Stay ahead of trends in digital health and customer success to continuously inform your customer strategies.
  • 2-4+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle.
  • Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams.
  • Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality.
  • Self-starter with a bias for action, comfortable navigating fast-paced and ambiguous environments.
  • Experience in healthcare or familiar with clinical workflows (desirable, but not required).
  • Generous PTO
  • Wellness days
  • £500 personal development budget
  • Equity (shares in the company)
  • Highly competitive base salary with uncapped commission potential.
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