Customer Success Manager, Enterprise

Job description

Who We Are 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 ten million patient visits per month 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 are hiring a strategic Enterprise Customer Success Manager to serve as the senior accountable lead for our most complex NHS and private health system accounts in the UK and Ireland. This is not a relationship management role. You will act as a strategic consultant to executive decision-makers inside NHS trusts and health networks — shaping deployment strategy, driving clinical and operational decisions, and building the internal organisational will to adopt and expand. At the same time, you will orchestrate a cross-functional delivery team of Implementation Specialists, Clinical Associates, Account Executives, and Forward Deployed Engineers, keeping internal execution aligned to what you have committed to on the ground. You will own a portfolio of 10 to 15 large NHS trusts or strategic health organisations (250+ users each), leading the full lifecycle from pilot design through implementation, adoption, expansion, and renewal. What you’ll do Act as a strategic consultant to executive stakeholders Lead executive-level engagements with CIOs, CMOs, COOs, and clinical directors. Shape the customer’s thinking on deployment strategy, change approach, and long-term value — not just report on progress. Build the internal organisational case for adoption by helping executives understand what good looks like, what is blocking it, and what decisions are theirs to make. Adapt your advisory style fluently across frontline clinicians, operational managers, IT leads, and board-level executives. Orchestrate the internal delivery team Serve as the accountable lead for the cross-functional pod assign…