Head of Customer Success

Join to apply for the Head of Customer Success role at Heidi

Overview

Heidi is building an AI Care Partner that supports clinicians every step of the way, from documentation to delivery of care. We exist to double healthcare’s capacity while keeping care deeply human. Heidi has supported millions of clinicians and patient visits across multiple regions and languages. Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians to strengthen the human connection at the heart of healthcare. We are expanding across the USA, UK, Canada, and Europe, partnering with major health systems.

We move quickly where it matters and stay grounded in what’s proven, shaping healthcare’s next era. Ready for the challenge?

The Role

We’re looking for an experienced and visionary leader to define and scale our Customer Success function in Australia. As the Head of Customer Success, you will be the ultimate advocate for the function, working across all customer segments—from SMB to Enterprise—to ensure the value and scope of Customer Success are understood and championed internally. This is a chance to design a world-class customer success function that drives loyalty, advocacy, and business impact. Your leadership will be pivotal in building a function that retains customers, accelerates growth, and drives product improvement.

What you’ll do

• Build and lead the Customer Success function, defining its strategy and translating that into actionable plans, operating model, and function-level KPIs
• Lead the development of a world-class customer experience, setting a high bar for quality and accountability
• Build the framework for customer segmentation, tailored engagement models, and scalable lifecycle programs
• Establish and maintain a deep understanding of our customers' needs across all segments and serve as the executive sponsor for key relationships
• Drive retention, satisfaction, and growth by implementing best-in-class processes and strategies
• Collaborate with sales, product, and engineering to ensure customer feedback informs product development and strategy
• Hire, lead, mentor, and inspire a growing team of Customer Success professionals

What we will look for

Attitude is important : we value hungry, competitive, highly motivated individuals who solve problems and build relationships.

Beliefs and Culture

Heidi builds for the future of healthcare with goals that are ambitious. Our values include :

Our mission is to expand the world’s capacity to care while maintaining humanity in healthcare.

Why you will flourish with us

Help us reimagine primary care and change the face of healthcare in Australia and beyond.

Job Details

To apply or learn more, please refer to Heidi’s career site.

#J-18808-Ljbffr