Heidi-posted 3 months ago
$70,000 - $90,000/Yr
Full-time • Mid Level
New York, NY
Heavy and Civil Engineering Construction

Heidi is on a mission to half the time it takes to deliver world class care. We believe that in 2050 every clinician will practice with AI systems that free them from administrative burden and increase the quality and accessibility of care to patients across the world. Today, we have a suite of tools that modernize documentation. Tomorrow, we'll equip every healthcare org with AI assistants that undo the tediums of clinical & non clinical work. Our team is a potent mosaic of sage, accomplished leaders & brilliant polymaths hungry to prove it. We achieve in 6 months what it takes our competitors 4 years to do. We've recently raised from a lead US and UK investors to supercharge the incomprehensible growth we're seeing. Therefore we're hiring a Customer Success Manager in New York City to own the end to end customer experience across diverse customer segments, helping clinicians adopt and love Heidi.

  • Own customer outcomes: Be the strategic partner for a portfolio of Heidi's customers, ensuring they achieve measurable success and realise value.
  • Lead onboarding & training: 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.
  • Drive strategic adoption: Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians.
  • Enhance Retention & Growth: Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement.
  • Customer advocacy: Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins.
  • Continuous engagement: Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies. Think and act strategically to scale your impact.
  • Resolve operational blockers by collaborating with product, engineering, and support teams to ensure a smooth customer experience.
  • Feedback insights: 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.
  • 2-3 Years in a customer facing role, healthcare ideal but not required.
  • Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality.
  • Self-motivated, with a bias for action and unafraid to get your hands dirty to solve a wide range of shifting challenges and priorities.
  • Impeccably sharp, omnitalented and humble.
  • Strong intuition, creativity and common sense to lead complex projects.
  • Experience in healthcare is great, but not required.
  • Studied Math/Physics/Chem/Eng or another analytical field of study.
  • Obsessed with operations, scalability and efficiency.
  • A doer's mentality - find a problem, own it, fix it.
  • $70K - $90K compensation
  • Offers Equity
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