Enterprise Customer Success Manager

Heidi•New York, NY

4d•Onsite

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. 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. We move quickly where it matters and stay grounded in what's proven, shaping healthcare's next era. We're hiring an Enterprise Customer Success Manager to own the full lifecycle of our most complex and valuable customers, from pilot through to long-term partnership. Based in New York City, you'll hold a portfolio of 3 to 6 large hospital systems, health networks and strategic healthcare organizations (250+ users each). You'll shape deployment strategy, drive measurable clinical and operational outcomes, and expand Heidi's footprint across multi-site enterprises. This isn't a traditional CSM seat. In enterprise, a single account rarely sits in one phase. Ambulatory care might be deep in implementation while ED is already in BAU and a third specialty is teed up for expansion. You own all of it: implementation, adoption, expansion and renewal, running parallel workstreams inside the same account. That's why we're hiring for real commercial acumen, strong project management instincts and stakeholder management that holds up from a CIO's office to a clinical workflow review on the same day. You'll partner closely with Account Executives across pre-sales, expansion and renewal. The lifecycle ownership stays with you.

Requirements

Experience and ownership. A career built on outcomes, not activities. A track record of strong outcomes across customer success, implementation, professional services or strategic account management, with a focus on enterprise accounts. References from clinicians, IT leaders and execs alike would all say the same thing: the account was better because you ran it.
Full-lifecycle fluency. Proven track record running an account yourself through pre-sales pilots, implementation, adoption, expansion and renewal. You understand the rhythm of each phase and what changes when phases overlap inside the same account.
Project management discipline. Comfortable owning complex, multiple multi-workstream programs with formal governance, sequenced milestones and shared accountability. You hold the timeline, the risks and the dependencies, and you keep them all moving.
Commercial acumen. Strong on expansion, complex renewals and pricing conversations. Comfortable defending value in front of procurement and finance. Contributes meaningfully to NRR.
Change management. 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.

Responsibilities

Own the lifecycle end to end. Hold a single account through every stage of its journey: pre-sales scoping, pilot design, implementation, adoption, expansion and renewal. With multi-site enterprises, that often means running implementation in one care setting while supporting BAU and driving growth in another. Build account plans that map customer goals to measurable clinical and operational outcomes across all of it.
Run implementation with project management rigor. Stand up multi-site rollouts with formal governance, sequenced plans, defined milestones and clear ownership. Drive change through structured reinforcement: training waves, competency assessments and coaching. Surface dependencies and risk early.
Build executive partnerships. Earn trusted, long-term relationships across the C-suite (CIO, CMO, COO, CEO), clinical leadership, IT and operations. Tailor your engagement to what each stakeholder actually cares about.
Partner on pre-sales and own pilot delivery. Work with Account Executives to shape deployment strategy and scope pilots designed to win. Run customer-facing demos. Deliver pilots yourself, end to end.
Own commercial outcomes. Lead renewal conversations grounded in proven value. Identify and execute expansion opportunities backed by adoption maturity and outcome data. Partner with AEs to close.
Prove value. Build evaluation frameworks for pilots and rollouts grounded in clinical and operational KPIs. Use outcome data to shape multi-year value narratives that strengthen commercial positioning.
Orchestrate cross-functionally. Provide concise, complete context to Product, Engineering, GTM and Support. Surface risk early and drive decisions through ambiguity.
Shape the playbook. Contribute to the frameworks, tools and ways of working that turn complex enterprise programs into repeatable rollouts at scale.