Customer Success Manager (Enterprise)

Heidi•New York, NY

3d•Hybrid

About The Position

Heidi is building an AI Care Partner that supports clinicians every step of the way, from documentation through to delivery of care. We exist to double healthcare's capacity while keeping care deeply human. The Enterprise Customer Success Manager will own the full lifecycle of Heidi's most complex and valuable customers, from pilot through to long-term partnership. This role involves managing a portfolio of 3 to 6 large hospital systems, health networks, and strategic healthcare organizations (250+ users each). The position requires shaping deployment strategy, driving measurable clinical and operational outcomes, and expanding Heidi's footprint across multi-site enterprises. This is not a traditional CSM role, as enterprise accounts often have multiple workstreams running in parallel (e.g., implementation in one area, business as usual in another, and expansion in a third). The role demands commercial acumen, strong project management skills, and the ability to manage stakeholders from CIOs to clinical teams.

Requirements

A career built on outcomes, not activities.
Track record of strong outcomes across customer success, implementation, professional services, or strategic account management, with a focus on enterprise accounts.
Proven track record running an account through pre-sales pilots, implementation, adoption, expansion, and renewal.
Understanding of the rhythm of each phase and how phases overlap within the same account.
Comfortable owning complex, multi-workstream programs with formal governance, sequenced milestones, and shared accountability.
Strong commercial acumen, including experience with expansion, complex renewals, and pricing conversations.
Experience leading multi-site rollouts that drive genuine behavior change and sustained adoption.
Self-starter with a bias for action, comfortable navigating fast-paced and ambiguous environments.

Nice To Haves

References from clinicians, IT leaders, and executives attesting to the positive impact of managing their accounts.

Responsibilities

Own the lifecycle end to end, managing a single account through pre-sales scoping, pilot design, implementation, adoption, expansion, and renewal.
Run multi-site rollouts with formal governance, sequenced plans, defined milestones, and clear ownership.
Drive change through structured reinforcement, including training waves, competency assessments, and coaching.
Surface dependencies and risks early.
Build executive partnerships with C-suite stakeholders (CIO, CMO, COO, CEO), clinical leadership, IT, and operations.
Partner with Account Executives on pre-sales activities, shaping deployment strategy and scoping pilots.
Run customer-facing demos and deliver pilots end to end.
Lead renewal conversations grounded in proven value and identify/execute expansion opportunities.
Build evaluation frameworks for pilots and rollouts based on clinical and operational KPIs.
Use outcome data to shape multi-year value narratives.
Orchestrate cross-functionally, providing context to Product, Engineering, GTM, and Support teams.
Contribute to the development of playbooks, tools, and ways of working for enterprise programs.