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 Proven experience leading and scaling Customer Success functions, with regional and/or global impact Ability to work across SMB, Mid-Market, and Enterprise segments Data-driven mindset with expertise in churn, retention, and Net Promoter Score (NPS) Strong leadership and communication skills to influence at executive levels Passion for delivering extraordinary customer experiences and a commitment to excellence 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: Live Forever — data guides us, patients define the truth that matters Practice Ownership — decisions are based on logic and proof Small Cuts Heal Faster — stability builds trust while speed drives impact Make Others Better — feedback is direct, kindness is constant, excellence lifts everyone Our mission is to expand the world’s capacity to care while maintaining humanity in healthcare. Why you will flourish with us Flexible hybrid working environment, with 3 days in the office Paid day off for your birthday and wellness days Corporate wellness benefits Personal development budget Learn from a diverse team of engineers and creatives Equity opportunities if Heidi wins Opportunity to create a global impact in Australia’s leading healthtech startup Help us reimagine primary care and change the face of healthcare in Australia and beyond. Job Details Seniority level: Not Applicable Employment type: Full-time Job function: Information Technology Industries: Software Development and Hospitals and Health Care To apply or learn more, please refer to Heidi’s career site. #J-18808-Ljbffr