Customer Success Manager, Mid-Market - Expression of Interest
- Compensation
- Not disclosed
- Location
- New York
- Work setup
- Onsite
- Seniority
- Middle
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Customer success
- Posted
Skills
Must have
- 3-5 years in a customer success or account management role at a B2B SaaS company, managing mid-market or complex accounts.
- Proven experience building relationships with senior stakeholders (clinical leaders, operations managers, practice owners).
- Strong analytical skills with experience using data platforms to drive insights and inform customer strategy.
- Track record of meeting/exceeding renewal and expansion targets in multi-stakeholder environments.
- Experience leading pilots, implementations, or rollouts with multiple stakeholder groups.
- Excellent communication skills (written and verbal) with ability to tailor messaging to different audiences.
- Experience conducting QBRs, business reviews, or strategic account planning.
Nice to have
- Experience in healthcare SaaS or familiarity with clinical workflows and healthcare operations.
- Experience presenting ROI analyses and business cases to operational or executive stakeholders.
- Experience with CRM platforms (HubSpot preferred) and data analysis tools (Omni or similar).
- Familiarity with change management methodologies or frameworks.
- Previous experience in a startup or high-growth environment.
- Experience with presentation tools like Canva or Figma.
Full description
Who We Are
Healthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible.
We exist to double healthcare's capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages.
Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare.
Backed by nearly $100 million in total funding, Heidi is expanding across the USA, UK, Canada, and Europe, partnering with major health systems including the NHS, Beth Israel Lahey Health, MaineGeneral, and Monash Health, among others.
We move quickly where it matters and stay grounded in what's proven, shaping healthcare's next era. Ready for the challenge?
Job Summary*Please note this is an expression of interest form for our Customer Success team. While we do not currently have a role open today, we will likely have one in the near future*
We're seeking a strategic and relationship-focused Customer Success Manager with 3-5 years of experience to manage our portfolio of mid-market healthcare organizations. In this role, you'll own 20-30 accounts (30-250 users each), building multi-stakeholder relationships from clinical users to operational leadership.
You'll design and execute customized success plans, leverage data analytics to drive adoption, and guide customers through organizational change while identifying expansion opportunities and ensuring retention. This role requires a balance of strategic thinking and hands-on execution— you'll run pilots, lead implementations, conduct QBRs, and drive measurable outcomes.
Success in this role means strong customer health scores, successful pilots that convert to full deployments, high adoption rates, and consistent renewal and expansion performance across your portfolio.
Key Responsibilities
Develop and Execute Strategic Success Plans
- Create account-specific success plans aligned with customer business objectives, maintaining detailed customer profiles and actionable plans across your entire book of business.
- Build and maintain success plans that explicitly map goals → metrics → milestones, reviewed with customers at predictable cadences.
- Conduct high-quality QBRs and value reviews that quantify outcomes, surface risks, and drive alignment with customer stakeholders.