Enterprise Customer Success Manager

About the role

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).

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.
• 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.
• 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.
• Orchestrate cross-functionally. Provide concise, complete context to Product, Engineering, GTM and Support. Surface risk early and drive decisions through ambiguity.
• Contribute to the frameworks, tools and ways of working that turn complex enterprise programs into repeatable rollouts at scale.

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.

Qualifications

• A full-lifecycle fluency. Proven track record running an account yourself through pre-sales pilots, implementation, adoption, expansion and renewal.
• Project management discipline. Comfortable owning complex, multiple multi-workstream programs with formal governance, sequenced milestones and shared accountability.
• Commercial acumen. Strong on expansion, complex renewals and pricing conversations. Comfortable defending value in front of procurement and finance.
• 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.

Skills

• Strong communication and stakeholder management skills.
• Ability to manage multiple projects simultaneously.
• Proven ability to build and maintain strong relationships with key stakeholders.
• Experience with healthcare industry and understanding of healthcare regulations.
• Strong analytical and problem-solving skills.

Benefits

Collaborative in-office working environment (5 days in NYC)

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 equity in the company. If Heidi wins, we all win

The rare chance to create global impact inside one of Australia's leading healthtech startups

Fast-track career growth if you make an impact quickly

Pay

$165.6K - $181.6K