About the job
Who are Heidi?
Heidi is revolutionizing healthcare through an innovative AI Care Partner that assists clinicians throughout their workflow, from documentation to care delivery.
Our mission is to enhance healthcare capacity while maintaining a deeply human touch. In just 18 months, Heidi has reclaimed over 18 million hours for clinicians and facilitated more than 73 million patient visits. Currently, over two million patient visits weekly are powered by Heidi across 116 countries and more than 110 languages.
Founded by healthcare professionals, Heidi unites clinicians, engineers, designers, scientists, and creatives, all driven by a common goal: to strengthen the human connection within healthcare.
With nearly $100 million in funding, Heidi is expanding its reach in the USA, UK, Canada, and Europe, collaborating with major health systems such as the NHS, Beth Israel Lahey Health, MaineGeneral, and Monash Health.
The Role
We are seeking a strategic and experienced leader to establish and elevate our Customer Success function in Australia. As the Director of Customer Success, you will be the primary advocate for this function, engaging with all customer segments—from SMB to Enterprise—to ensure that the value and scope of Customer Success are recognized and endorsed internally.
This is an exciting opportunity to craft a world-class Customer Success operation that fosters loyalty, advocacy, and significant business impact. Your leadership will be crucial in developing a function that not only retains our clients but also fuels growth and enhances product offerings.
Your Responsibilities:
Create and lead the Customer Success strategy, transforming it into actionable plans and establishing function-level KPIs.
Oversee the development of an exceptional customer experience, setting high standards for quality and accountability.
Develop frameworks for customer segmentation, customized engagement strategies, and scalable lifecycle initiatives.
Gain and maintain a comprehensive understanding of our customers' needs and serve as the executive sponsor for key client relationships.
Enhance customer retention, satisfaction, and growth through the implementation of leading processes and strategies.
Collaborate with sales, product, and engineering teams to integrate customer feedback into product development and improvements.

