Heidi
Head of Customer Success
We’re looking for an experienced and visionary leader to define and scale our Customer Success function in the US, supporting both the US and Canadian teams.
Responsibilities
Build and lead the Customer Success function, defining its strategy and translating it into actionable plans and the operating model.
Develop a world‑class customer experience, setting high standards for quality and accountability.
Create a framework for customer segmentation, tailored engagement models, and scalable lifecycle programs.
Act as the executive sponsor for key customer relationships and maintain a deep understanding of customer needs across all segments.
Drive customer retention, satisfaction, and growth by implementing best‑in‑class processes and strategies.
Collaborate with sales, product, and engineering teams to incorporate customer feedback into product development and business strategy.
Hire, lead, mentor, and inspire a growing team of Customer Success professionals to deliver outstanding results.
Qualifications
Proven experience leading and scaling Customer Success functions at a regional or global level.
Track record of success across multiple market segments (SMB, Mid‑Market, Enterprise).
Data‑driven approach with expertise in key metrics such as churn, retention, and Net Promoter Score (NPS).
Exceptional leadership and communication skills, capable of influencing at an executive level.
Passion for delivering extraordinary customer experiences and a commitment to continuous improvement.
What We Offer
Full‑time in‑office position in New York City working with a collaborative, highly motivated team.
Additional paid day off for your birthday and wellness days.
Health, dental, vision, 401(k) with 3% match, medical, and vision insurance.
Personal development budget up to $500 per annum.
Opportunity to own equity and be part of a fast‑growing healthtech company.
Inclusive environment that values ownership, enthusiasm, and high performance.
About Heidi 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. In 18 months, we have returned more than 18 million hours to clinicians and supported over 73 million patient visits. We partner with major health systems such as the NHS, Beth Israel Lahey Health, MaineGeneral, and Monash Health, among others, and are expanding across the USA, UK, Canada, and Europe.
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Responsibilities
Build and lead the Customer Success function, defining its strategy and translating it into actionable plans and the operating model.
Develop a world‑class customer experience, setting high standards for quality and accountability.
Create a framework for customer segmentation, tailored engagement models, and scalable lifecycle programs.
Act as the executive sponsor for key customer relationships and maintain a deep understanding of customer needs across all segments.
Drive customer retention, satisfaction, and growth by implementing best‑in‑class processes and strategies.
Collaborate with sales, product, and engineering teams to incorporate customer feedback into product development and business strategy.
Hire, lead, mentor, and inspire a growing team of Customer Success professionals to deliver outstanding results.
Qualifications
Proven experience leading and scaling Customer Success functions at a regional or global level.
Track record of success across multiple market segments (SMB, Mid‑Market, Enterprise).
Data‑driven approach with expertise in key metrics such as churn, retention, and Net Promoter Score (NPS).
Exceptional leadership and communication skills, capable of influencing at an executive level.
Passion for delivering extraordinary customer experiences and a commitment to continuous improvement.
What We Offer
Full‑time in‑office position in New York City working with a collaborative, highly motivated team.
Additional paid day off for your birthday and wellness days.
Health, dental, vision, 401(k) with 3% match, medical, and vision insurance.
Personal development budget up to $500 per annum.
Opportunity to own equity and be part of a fast‑growing healthtech company.
Inclusive environment that values ownership, enthusiasm, and high performance.
About Heidi 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. In 18 months, we have returned more than 18 million hours to clinicians and supported over 73 million patient visits. We partner with major health systems such as the NHS, Beth Israel Lahey Health, MaineGeneral, and Monash Health, among others, and are expanding across the USA, UK, Canada, and Europe.
#J-18808-Ljbffr