This is a Customer Success Manager role with Heidi Health based in Concord, NSW, AU Heidi Health Role Seniority - mid level More about the Customer Success Manager role at Heidi Health Who are Heidi? Heidi is building an AI Care Partner that supports clinicians every step of the way, from documentation 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, among others. We move quickly where it matters and stay grounded in what’s proven, shaping healthcare’s next era. Ready for the challenge? The Role As a CSM at Heidi, you’ll own the end to end customer experience across diverse customer segments, helping clinicians adopt and love Heidi. What you’ll do: 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. What we look for: Experience: 3-5 years as a Customer Success Manager or in a direct customer-facing Customer Success role within a high-growth SaaS company. You should have a proven track record of working with a large, digitally managed customer base, leveraging automation tools, and proficiently using CRM software (e.g., HubSpot) Excellent communication & customer-facing skills: Proven ability to engage effectively with customers through onboarding, training sessions, webinars, and ongoing support. You're adept at building rapport and clearly conveying complex information Highly organised and detail oriented: Exceptional organisational skills with meticulous attention to detail, capable of managing multiple priorities effectively Proactive & analytical: A self-starter who can monitor data, identify trends, and flag potential issues, eager to learn proactive customer engagement strategies Collaborative & growth-oriented: Someone who works effectively with cross-functional, global teams and demonstrates a strong drive to learn, adapt, and take on increasing responsibility What do we believe in? Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world’s health demands it. We believe in progress built through precision, pace, and ownership. Live Forever - Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters. Practice Ownership - Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character. Small Cuts Heal Faster - Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on. Make others better - Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output. Our mission is clear: expand the world’s capacity to care, and do it without losing the humanity that makes care worth delivering. Why you will flourish with us ? Flexible hybrid working environment, with 3 days in the office. Additional paid day off for your birthday and wellness days Special corporate rates at Anytime Fitness in Melbourne, Sydney tbc. A generous personal development budget of $500 per annum Learn from some of the best engineers and creatives, joining a diverse team Become an owner, with shares (equity) in the company, if Heidi wins, we all win The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups If you have an impact quickly, the opportunity to fast track your startup career! Help us reimagine primary care and change the face of healthcare in Australia and then around the world. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Heidi Health team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Owning customer outcomes Leading onboarding & training Driving strategic adoption Key Strengths ️ Excellent communication & customer-facing skills Highly organized and detail oriented Proactive & analytical Collaborative & growth-oriented A Final Note: This is a role with Heidi Health not with Hatch.