Job Description
Heidi is a healthtech startup 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.
As a key member of our team, you'll be responsible for owning the end-to-end customer experience across diverse customer segments, helping clinicians adopt and love Heidi's solution.
1. Own customer outcomes: Be the strategic partner for a portfolio of Heidi's customers, ensuring they achieve measurable success and realise value.
2. Lead onboarding & training: Lead the planning, training, and go-live process for new customers, delivering seamless integrations into their workflows.
3. Track and improve metrics along the customer journey, such as time-to-first-value and early activation.
4. Drive strategic adoption: Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians.
5. Enhance Retention & Growth: Identify expansion opportunities, mitigate churn risks, and work cross-functionally to deepen product engagement.
6. Customer advocacy: Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins.
7. Continuous engagement: Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies.
8. Resolve operational blockers by collaborating with product, engineering, and support teams to ensure a smooth customer experience.
9. Feedback insights: Gather and share insights to influence product development and feature prioritisation.
10. Improve Process & Playbook development to refine and scale customer success playbooks, frameworks, and collateral.
Required Skills & Qualifications
* 2-4+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle.
* Exceptional communication and collaboration skills, with the ability to set and manage expectations with customers and cross-functional teams.
* Highly organised and able to confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality.
* A self-starter with a bias for action, comfortable navigating fast-paced and ambiguous environments.
* Experience in healthcare or familiar with clinical workflows (desirable but not required).
Benefits
* Flexible hybrid work arrangement with 3 days per week in the office.
* Additional paid day off for your birthday and wellness days.
* Full gym access in our Melbourne location.
* Generous personal development budget.
* Learn from some of the best engineers and creatives, joining a diverse team.
* Become an owner, with shares in the company.
* The rare chance to create a global impact as you immerse yourself in one of Australia's leading healthtech startups.
Others
At Heidi, we value drive and a passion for learning. If you don't meet every requirement but are excited about the role, we encourage you to apply. We want individuals who are eager to grow with us.