Enterprise Customer Success Manager at Heidi Health in London

Job description

• Application
• We're Heidi.
• 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.
• 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.
• You'll join a team measured on real-world impact, not press cycles. 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 (on every side of the equation) what non-care feels like, the moral and practical toll as a provider or receiver.
• Building what we're building isn't always easy. Standard tech playbooks routinely fail in healthcare, and the friction of the medical system will test your perseverance. But we didn't choose easy, we chose a purpose-driven mission that actually matters. We hold ourselves to a higher standard because healthcare demands it. If you join Heidi, you recognize that the deeper question isn't whether AI can solve the global healthcare crisis, but whose hands will shape it.
• 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.

Responsibilities

• 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 assigned to your accounts: Implementation Specialists, Clinical Associates, Account Executives, and Forward Deployed Engineers.
• Translate executive commitments into clear delivery briefs. Hold the team accountable to outcomes without line authority.
• Surface risk early, resolve internal ambiguity, and keep Product, Engineering, and Support properly informed so they can act when needed.
• Lead multi-site NHS rollouts
• Drive sophisticated, multi-wave implementations with formal governance structures, clinical change management, and cross-site coordination.
• Design and oversee structured adoption programmes: training waves, competency assessments, workflow reinforcement, and coaching delivered in partnership with Clinical Associates on the ground.
• Build success plans grounded in clinical and operational KPIs that are meaningful to NHS commissioners and trust leadership.
• Own commercial outcomes
• Lead renewal conversations with strong, evidence-based value narratives tied to clinical outcomes and usage data.
• Identify and execute expansion opportunities across sites, departments, and specialties. Partner with Account Executives to close.
• Contribute to NRR and portfolio growth across your account set.
• Engage in pre-sales and pilots
• Work alongside Account Executives to scope NHS pilots for success, shape deployment strategy, and run customer-facing sessions when needed.
• Design evaluation frameworks for pilots that are grounded in clinical and operational KPIs and translatable into multi-year value narratives.
• Shape how we work
• Contribute to the frameworks, tools, and playbooks that turn complex NHS programmes into scalable, repeatable rollouts for the wider team.

Requirements

• NHS or health system experience: You understand how NHS organisations work, how decisions are made, who holds influence, and what governance and compliance obligations shape procurement and deployment. This is strongly preferred, not optional.
• Executive advisory presence: You are comfortable being the least senior person in the room and still being the person who shapes the outcome. You have changed a senior stakeholder's mind on a strategic decision, not just maintained a relationship.
• Cross-functional orchestration: You have driven accountability across teams you do not own, including clinicians, engineers and commercial colleagues, through influence, clarity, and trust rather than authority.
• Enterprise lifecycle ownership: 5+ years in SaaS customer success or client-facing roles, with at least 3 years managing enterprise accounts (250+ users, high-value ARR), across scoping, implementation, adoption, expansion, and renewal.
• Change management: Experience leading multi-site rollouts that drive genuine behaviour change and sustained adoption in complex organisations.
• Commercial acumen: Strong on expansion, complex renewals, and contributing to NRR and portfolio growth. You can hold a commercial conversation without defaulting to the Account Executive.
• Data to narrative: You translate usage patterns and outcome data into clear strategic narratives, adjusted in depth and style for IT, ops, and executive audiences.
• Political intelligence: You read complex organisational landscapes quickly, work around internal factions, and stay credible across competing agendas without getting captured by any one of them.

Skills

Required

• Executive advisory presence
• Cross-functional orchestration
• Change management
• Commercial acumen
• Data to narrative
• Political intelligence

Benefits

• We offer comprehensive private medical and dental cover through Bupa, 24/7 mental health, coaching and wellbeing support through Sonder, a £100/month Healthy Heidi's wellness stipend, a £500 home office budget, a £700 annual learning and development budget, 26 weeks paid primary parental leave and 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, and a hybrid working environment with 3 days in the office.
• We chose to open-source our benefits hub, if you care to take a peek.