Customer Success Associate

Get AI-powered advice on this job and more exclusive features. Heidi is on a mission to halve the time it takes to deliver world‑class care. By 2050 we believe every clinician will practice alongside AI systems that reduce admin, improve clinical quality, and increase access. Built by clinicians for clinicians, we’ve supported over 20 million consults worldwide and currently power more than 2 million consults every week. After a recent $65 m raise, we’re scaling fast across Australia, the UK, and North America. Our free AI medical scribe is already used by thousands of clinicians – and we need someone to help turn that momentum into something bigger. Role We’re hiring a proactive, empathetic, and execution‑focused Customer Success Associate to support the onboarding and training of our SMB customer groups in the UK. Based in our London office, you’ll be at the heart of ensuring clinicians not only adopt Heidi, but truly embed it into their daily practice. You’ll work closely with the SMB Customer Success Manager and operate across a diverse and evolving customer base – GP practices, specialist clinics, outpatient providers, and digital‑first healthcare groups. Many clinicians have already encountered Heidi through peers, partnerships, or word of mouth; your task will be to engage those teams, deliver clear onboarding pathways, and provide training that unlocks Heidi’s full value. What You’ll Be Doing Onboarding & Training Lead new customer onboarding, ensuring smooth account setup and configuration. Deliver engaging training sessions and office hours that help customers quickly realise value from Heidi. Provide clear resources, guides, and proactive support to drive customer confidence and independence. Customer Advocacy Serve as the first point of contact, building strong relationships with SMB customers. Gather feedback, surface insights, and advocate for customer needs with internal teams to help influence the evolution of our product roadmap. Drive Adoption & Engagement Monitor customer activation metrics and ensure adoption milestones are met. Identify at‑risk accounts early and partner with customers to resolve blockers. Track and analyse customer usage data to recommend best practices and opportunities for deeper engagement. Retention & Success Facilitate quarterly business reviews to showcase value, align on goals, and drive retention. Develop long‑term relationships that result in satisfied, loyal customers. Process Improvement & Playbook Development Support the creation and iteration of customer success playbooks, frameworks, and collateral. Continuously look for opportunities to improve efficiency and enhance the customer journey. Qualifications Early in your operations/customer success career but have already shown strong ownership, work ethic, and operational instinct. Experience in customer success, operations, implementation, or other high‑volume, high‑autonomy environments. Highly organised and able to manage multiple accounts and competing priorities while maintaining detail and quality. Customer‑centric mindset, motivated to ensure customers feel supported, valued, and set up for success. Analytical mindset – comfortable diving into data to understand customer behaviour, identify patterns, and spot opportunities for improved activation, adoption and retention. Curious and enjoy problem solving – spotting gaps in the process and helping fix them. Bias for action – unafraid to get your hands dirty in a fast‑paced environment to solve different challenges and priorities. Desire to build something that matters and hunger to learn alongside people who’ve done it before. Excitement about a market that’s ambiguous and evolving – where success comes from listening closely, testing constantly, and learning fast. Other Things To Know We’re almost always in‑person, based in our London office. Experience in healthcare is great, but not required. Familiarity with AI and LLMs is a plus, but not required. Why Join Heidi Unmatched learning curve: gain hands‑on experience across a broad customer base and shape how we scale customer success. Real product momentum – we’re channelling interest, not generating it. Equity from day one when Heidi wins, you win. £500 personal development budget + wellness days + paid birthday off. Team you’ll learn from: work directly with operators who’ve scaled unicorns. Job Details Seniority level: Entry level Employment type: Full‑time Job function: Management and Manufacturing Industry: Software Development #J-18808-Ljbffr