Enterprise Customer Success Manager

About the role

The Enterprise Customer Success Manager will own the full lifecycle of complex and valuable customers, from pilot through to long-term partnership. Based in New York City, you'll manage portfolios of 3 to 6 large hospital systems, health networks, and strategic healthcare organizations (with 250+ users each).

Responsibilities

• Own the lifecycle end to end: pre-sales scoping, pilot design, implementation, adoption, expansion, and renewal.
• Build account plans mapping customer goals to measurable clinical and operational outcomes across all phases.
• Run 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.
• Earn trusted, long-term relationships across the C-suite, clinical leadership, IT, and operations.
• Partner on pre-sales and own pilot delivery.
• Lead renewal conversations grounded in proven value.
• Identify and execute expansion opportunities backed by adoption maturity and outcome data.
• Partner with Account Executives to close.
• Prove value through evaluation frameworks grounded in clinical and operational KPIs.
• Shape the playbook contributing to 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. Proven track record running an account yourself through pre-sales pilots, implementation, adoption, expansion, and renewal.
• Full-lifecycle fluency: understanding the rhythm of each phase and what changes when phases overlap inside the same account.
• 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.

Qualifications

• Experience in customer success, implementation, professional services, or strategic account management, with a focus on enterprise accounts.
• References from clinicians, IT leaders, and executives would all say the same thing: the account was better because you ran it.

Skills

• Strong commercial acumen and ability to lead complex renewals and pricing conversations.
• Experience in managing multi-site rollouts and driving behavior change.
• Excellent change management skills and ability to navigate ambiguity and fast-paced environments.

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

TBD

Schedule

On-site