Applied AI Director (Account Management)

About the Company

Healthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible. We’re a team of doctors, engineers, designers, researchers, and creatives building tools that help clinicians stay focused on what matters most: their patients. In just 18 months, Heidi has given back more than 18 million hours to healthcare professionals — supporting 73 million patient visits in 116 countries. Today, more than two million patient visits each week are powered by Heidi worldwide. Backed by nearly $100 million in funding, we’re growing in the US, UK, Canada, and Europe, partnering with leading health systems including the NHS, Beth Israel Lahey Health, and Monash Health.

About the Role

We’re looking for an Applied AI Director to lead Heidi’s US Applied AI function, helping healthcare practices turn AI adoption into sustained clinical, operational, and commercial value. You’ll own the function’s strategy, execution, and commercial results across customer deployment, adoption, expansion, and renewal. Leading managers and their teams across specialty-focused pods, you’ll translate customer needs and Heidi’s product capabilities into clear priorities, realistic delivery plans, and a scalable operating model. You’ll bring experience developing leaders, making difficult resource decisions, and building a function that delivers consistently. Working closely with Product, Clinical Engineering, and other commercial leaders, you’ll ensure that customer insight shapes decisions and that the team’s effort translates into measurable customer value and growth.

Responsibilities

• Set the Applied AI strategy. Define your pod’s priorities and approach to deployment, adoption, and account growth, grounded in customer needs, commercial opportunity, and product capabilities.
• Own commercial outcomes and the forecast. Be accountable for the function’s expansion, retention, and renewal performance. Maintain a reliable forecast, identify likely misses early, and lead corrective action.
• Lead managers and develop the organization. Ensure managers translate functional priorities into effective team execution. Coach leaders, set clear expectations, and hold teams accountable for results.
• Build a repeatable operating model. Establish clear ownership, planning, account reviews, deployment practices, and escalation paths so teams can execute effectively without relying on your involvement in every decision.
• Make priority and resourcing decisions. Allocate capacity across pods and initiatives based on customer value, commercial impact, and delivery requirements. Redirect low-return work and resolve competing demands.
• Keep customer reality central to decisions. Ensure the function’s roadmap and priorities reflect customer workflows, adoption barriers, and buying needs. Represent those insights in leadership discussions.
• Use product expertise to guide strategy. Understand where Heidi’s capabilities create or limit opportunity, and work with Product and Clinical Engineering leaders to align customer commitments and deployment plans.
• Turn ambiguity into committed action. Resolve unclear ownership, competing approaches, and organizational challenges into decisions, accountable owners, and executable plans.
• Plan the organization ahead of demand. Maintain an 18-month headcount and capability plan, including future senior leadership needs, and partner with leadership on hiring and organizational design.
• Strengthen cross-functional execution. Build effective relationships with peer department leaders, agree shared responsibilities and trade