Enterprise Customer Success Manager

Overview

Heidi is an AI Care Partner designed to support clinicians throughout their work, enhancing healthcare capacity and maintaining a human-centered approach. Founded by clinicians, Heidi partners with major health systems and has expanded globally, offering support in 116 countries and 110 languages.

Responsibilities

• Own the full lifecycle of complex and valuable customers, from pilot through to long-term partnership.
• Shape deployment strategy, drive measurable clinical and operational outcomes, and expand Heidi's footprint across multi-site enterprises.
• Run implementation with project management rigor, stand up multi-site rollouts with formal governance, and drive change through structured reinforcement.
• Earn trusted, long-term relationships across the C-suite, clinical leadership, IT and operations, and tailor engagement to stakeholders' needs.
• Partner on pre-sales and own pilot delivery, lead renewal conversations grounded in proven value, and identify and execute expansion opportunities.
• Orchestrate cross-functionally, provide concise, complete context to Product, Engineering, GTM and Support, and surface risk early.
• 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.
• 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.
• 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.

What We Believe In

• 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.
• Small Cuts Heal Faster: Stability earns trust, speed delivers impact.
• Make Others Better: Feedback is direct, kindness is constant, and excellence lifts everyone.