Customer Success Manager (Mid Market)

Heidi•New York, NY

22d

About The Position

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.

Requirements

5+ years of experience in SaaS Customer Success or client-facing roles, with at least 3+ years managing enterprise accounts (250+ users, high-value ARR).
Proven track record of owning the complete enterprise customer lifecycle—from scoping and implementation through adoption, expansion, and renewal.
Demonstrated ability to build trusted relationships with C-suite executives, clinical leaders, and technical stakeholders in complex organisations.
Experience leading multi-site implementations and change management initiatives that drive genuine behaviour change and sustained adoption.
Strong commercial acumen with experience identifying expansion opportunities, managing complex renewals, and contributing to NRR and portfolio growth.
Data-driven approach to portfolio management, with ability to translate usage patterns and outcomes into strategic insights for both customers and internal teams.
Exceptional communication and presentation skills—able to adapt style and depth for audiences ranging from frontline clinicians to board-level executives.
Confident using modern CS and analytics tools (HubSpot, Omni or similar data platforms, Gong, presentation tools).
Willingness to engage in pre-sales activities, including scoping calls, pilot design, and product demonstrations alongside the sales team.