Head of Customer Success

Join to apply for the Head of Customer Success role at Heidi Get AI-powered advice on this job and more exclusive features. 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’re a team of doctors, engineers, designers, researchers, and creatives building tools that help clinicians stay focused on what matters most: their patients. In just 18 months, Heidi has given back more than 18 million hours to healthcare professionals — supporting 73 million patient visits in 116 countries. Today, more than two million patient visits each week are powered by Heidi worldwide. Backed by nearly $100 million in funding, we’re growing in the US, UK, Canada, and Europe, partnering with leading health systems including the NHS, Beth Israel Lahey Health, and Monash Health. 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 not only retains our customers but also 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, the 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 customer segments and serve as the executive sponsor for key customer relationships. Drive customer retention, satisfaction, and growth by implementing best‑in‑class processes and strategies. Work collaboratively with sales, product, and engineering teams to ensure customer feedback is integrated into product development and business strategy. Hire, lead, mentor, and inspire a growing team of Customer Success professionals to deliver exceptional results. What we will look for: Proven experience leading and scaling Customer Success functions, with a track record of success at a regional and/or global level. Demonstrated ability to work effectively across various market segments, including SMB, Mid‑Market, and Enterprise. A strong, data‑driven approach to customer success, with expertise in key metrics such as churn, retention, and Net Promoter Score (NPS). Exceptional leadership and communication skills, with the ability to influence and advocate for the Customer Success function at an executive level. Passion for delivering extraordinary customer experiences and a commitment to never settling for "good enough." The Way We Work 1. Build to Last We design for safety and reliability so clinicians, patients, and our teams can trust what we build every day. 2. Own Your Practice Ideas rise on merit, not title, and everyone shares responsibility for the standards we set together. 3. Move Fast, Stay Steady We move quickly but never at the cost of trust. Progress only matters if people can depend on what we make. 4. Make Others Better Honest feedback, steady support, and shared growth keep our teams improving together. Why you will flourish with us