Head of Enterprise Customer Success

We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. In just 18 months, our clinical AI products have absorbed the administrative chaos of 73 million patient visits. Today, we support over 2.5 million patient sessions a week across 190+ countries.

Healthcare systems are failing us; clinicians spend more time on documentation than on patients, and the human connection that makes medicine worth practicing is eroding. Our mission is simple: double the world’s healthcare capacity and strengthen the human connection at its heart.

We found product-market fit with a freemium medical scribe that clinicians love. Now, we're expanding. Every task a clinician hands to Heidi is a patient who feels more attended to, a health system unclogged, and a clinician who gets to be a clinician again.

If you don’t choose easy and you want to build something way bigger than yourself then, choose the challenge, choose Heidi.

Enterprise, hospital and health network customers, is Heidi's fastest-growing segment, and it has reached the size where it needs a dedicated leader rather than a shared responsibility split across other roles.

The foundational processes that fueled our initial growth must now be evolved into a sophisticated, repeatable enterprise customer success ecosystem backed by clear data, robust playbooks, and a world-class team.

• 8+ years in customer success or account management, including 3+ years leading a CSM team inside a high-growth B2B SaaS company.

• A track record of owning enterprise accounts (large, complex, multi-stakeholder), not a portfolio of small logos.

• Experience building CS programs, playbooks, or segmentation from scratch, not just running an existing one.

• Fluency in SaaS retention metrics (NRR, GRR, expansion) and comfort with CS or CRM tooling such as Gainsight, Totango, ChurnZero, or Salesforce.

• Executive communication skills. You can hold a room with a practitioner and a room with a C-suite equally well.

• Experience in healthcare, health-tech, or another regulated industry is a strong plus, not a requirement.

• Experience with public health systems or government procurement.

• Experience scaling a customer success function across multiple regions.

• Clinical or EHR domain knowledge.

You’ll join a team focused on real-world impact over imaginary valuations and glossy PR. We live and breathe the challenges of modern health systems, and are laser-focused on exacting the change we’d like to see. We’re medicos, engineers, builders, and designers who’ve felt the moral and practical toll of what non-care feels like. True A-players progress extremely fast here. The nature of the scale-up game is demanding, but we value sustainable performance and mental health. You're trusted to perform, and you set your schedule. We operate on outcomes > inputs, not process theatre. We all take the bins out, metaphorically and literally.

Building what we’re building isn’t always easy. But we didn’t choose easy, we chose to build something that actually matters. We hold ourselves to a higher standard because healthcare demands it. If you join Heidi, you recognise that the deeper question isn’t whether AI can solve the global healthcare crisis, but whose hands will shape it. The work is hard, but you will trust and admire the people you work beside, and rest easy knowing you’re doing the defining work of your career.

We offer a $1,000 annual learning and development budget, a $150/month health and wellness allowance, a $500 home office budget, 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave, fertility support up to $10,000, four weeks of work from anywhere per year, and serious equity.