About the job
Who is Heidi?
Heidi is revolutionizing healthcare with an AI Care Partner that assists clinicians at every step, from documentation to care delivery.
Our mission is to double the capacity of healthcare while ensuring a deeply human approach. In just 18 months, Heidi has saved over 18 million hours for clinicians and facilitated more than 73 million patient visits. Currently, Heidi powers over two million patient visits weekly across 116 countries in more than 110 languages.
Founded by healthcare professionals, Heidi unites clinicians, engineers, designers, scientists, and creatives, all dedicated to enhancing the human connection at the core of healthcare.
With nearly $100 million in funding, Heidi is expanding its reach across the USA, UK, Canada, and Europe, partnering with leading health systems such as the NHS, Beth Israel Lahey Health, MaineGeneral, and Monash Health.
We prioritize speed and proven methodologies, driving the future of healthcare. Are you ready to take on this challenge?
The Role
We are seeking a proactive and visionary leader to establish and scale our Customer Success function in the US, also supporting our Canadian teams. As the Head of Customer Success, you will be the primary advocate for this function, ensuring its value and importance are recognized across all customer segments, from SMB to Enterprise.
This is an opportunity to create a world-class customer success framework that enhances loyalty, advocacy, and business outcomes. Your leadership will be crucial in developing a function that not only retains customers but also fosters growth and drives product enhancements.
Key Responsibilities:
Develop and lead the Customer Success function, crafting its strategy and converting it into actionable plans, operational models, and performance KPIs.
Spearhead the creation of an exceptional customer experience, setting high standards for quality and accountability.
Formulate a framework for customer segmentation, customized engagement strategies, and scalable lifecycle programs.
Cultivate a thorough understanding of customer needs across all segments, acting as the executive sponsor...

