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About the Role

As a Customer Success Manager at Heidi Health, you will be the bridge between technology and care, helping hospitals, clinics, and clinicians across Germany adopt and utilize Heidi. You will manage the full customer journey for both public and private hospital deployments, ensuring seamless implementation, strong clinician engagement, and measurable impact on patient care. This role is ideal for someone with a medical background who is excited to drive digital transformation in healthcare.

Responsibilities

Own customer outcomes by being the strategic partner for a portfolio of Heidi’s customers, ensuring they achieve measurable success and realize value.
Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows.
Track and improve metrics along the customer journey such as time-to-first-value and early activation.
Develop and execute tailored adoption plans to maximize user engagement and satisfaction, enhancing the continued love for Heidi among clinicians.
Identify expansion opportunities, mitigate churn risks, and work cross-functionally to deepen product engagement.
Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins.
Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies.
Collaborate with product, engineering, and support teams to ensure a smooth customer experience.
Gather and share insights to influence product development and feature prioritization.

Requirements

2+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle.
Familiarity with Germany’s healthcare ecosystem (both public and private).
Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams.
Highly organized and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality.
Self-starter with a bias for action, comfortable navigating fast-paced and ambiguous environments.
Attitude is more important than experience - if you are hungry, competitive, and motivated, with a knack for problem solving and relationship-building, we want to hear from you.

Location

Germany

Work Type

Full-time

Experience Level

2+ years

Benefits

Additional paid day off for your birthday and wellness days
A generous personal development budget of $500 per annum
Learn from some of the best engineers and creatives, joining a diverse team
The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups
If you have an impact quickly, the opportunity to fast track your startup career!

About the Company

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, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits.
Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages.
Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare.
Backed by nearly $100 million in total funding, Heidi is expanding across ANZ, 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.
Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world’s health demands it.
We believe in progress built through precision, pace, and ownership.
Our mission is clear: expand the world’s capacity to care, and do it without losing the humanity that makes care worth delivering.
Help us rethink primary care – in Australia, Germany, and worldwide.