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About the Role
Heidi is seeking a commercially driven Mid-Market Customer Success Manager to manage approximately 50 accounts and a ~£2.5M ARR book of business within UK mid-market healthcare organizations. This is a full-ownership commercial role responsible for NRR, renewals, and expansion, requiring pipeline management and accurate forecasting in close partnership with Account Executives.
Responsibilities
- Own and manage commercial pipeline, including forecasting renewals and expansion.
- Develop and execute expansion hypotheses for each account, converting them into revenue.
- Proactively position the full Heidi product suite to existing accounts.
- Collaborate with Account Executives on upsell and cross-sell opportunities.
- Manage end-to-end renewal processes, including negotiation and signature.
- Manage a high-volume portfolio of approximately 50 accounts with a clear prioritization model.
- Maintain accurate account health data, forecasts, and pipeline in HubSpot.
- Build and execute account-specific success plans with measurable outcomes.
- Conduct high-quality QBRs to quantify value, identify opportunities, and align stakeholders.
- Drive adoption and outcomes from pilot through full deployment, including implementation and training.
- Utilize usage data and adoption signals for early intervention and customer narratives.
- Apply structured change management to drive clinician habit formation.
- Direct Customer Success Associates and maintain accountability for outcomes.
- Proactively identify churn risk using leading indicators.
- Surface internal risks with clear diagnosis and actionable plans.
- Own and execute recovery plans for at-risk accounts.
- Maintain strong working relationships with Account Executives, aligning on strategy and commercial approach.
- Advocate for customer needs internally with clarity and evidence.
- Contribute to playbooks, commercial frameworks, and team knowledge.
Requirements
- 3-5+ years of experience in a customer success or commercial account management role at a B2B SaaS company.
- Proven track record of carrying a quota, managing pipeline, and hitting expansion and renewal targets in a multi-stakeholder environment.
- Experience positioning and expanding across multiple SKUs within an existing customer base.
- Comfortable owning a large book of accounts simultaneously with a systematic approach.
- Ability to forecast accurately, maintain CRM hygiene, and manage pipeline discipline.
- Experience collaborating with sales partners, sharing intelligence, and closing deals together.
- Proactive commercial instinct to identify expansion signals and move accounts forward.
- Experience leading renewal conversations, including difficult negotiations, and building value narratives from outcome data.
- Proficiency in using usage and adoption data for decision-making and customer conversations.
- Familiarity with clinical workflows, NHS or private healthcare operations, or health system procurement is advantageous.
Skills
- Commercial acumen
- Pipeline management
- Forecasting
- Account management
- SaaS sales
- Customer success
- Multi-product positioning
- Data analysis
- Change management
- Stakeholder management
- CRM proficiency (HubSpot)
- Negotiation
- Communication
Location
- UK
Work Type
- Hybrid
Experience Level
- Mid-Market
- 3-5+ years
Salary/Compensations
- ~£2.5M ARR book of business
Benefits
- Comprehensive private medical and dental cover through Bupa
- 24/7 mental health, coaching and wellbeing support through Sonder
- £100/month Healthy Heidi's wellness stipend
- £500 home office budget
- £700 annual learning and development budget
- 26 weeks paid primary parental leave
- 18 weeks paid secondary parental leave
- Fertility support up to £7,000
- Up to four weeks of work from anywhere per year
- Recharge Days after major milestones and busy periods
- 10 days per year of clinical leave for eligible clinical roles
About the Company
- Heidi is building the future of healthcare with an AI Care Partner, having processed data from 175 million patient visits and supported 67 million clinical hours.
- The platform supports 2.8 million patient sessions weekly across 190+ countries, in 110 languages and over 200 specialties.
- Heidi aims to double the world's capacity for care and strengthen the human connection in medicine by reducing administrative burden on clinicians.
- The company has achieved significant growth, increasing annual recurring revenue from $1 million to $50 million in two years.
- Heidi has secured US$340 million in funding, including a $100 million Series C and a $240 million growth investment.
Equal Opportunity
- Heidi is dedicated to creating an equitable, inclusive, and supportive work environment.
- The company welcomes applicants from diverse backgrounds, experiences, and perspectives.
- Heidi is proud to be an equal opportunity employer and promotes a culture of opportunity for all.