Customer Success Lead (Scaled)

About this role

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 two million patient visits each week 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're looking for a Scaled Customer Success Lead to own our SMB customer success motion. You'll lead a high-performing team of 3 CSMs while also working with Product and RevOps to digitise the customer experience globally.

You'll own the SMB tier ranging from solo practitioners to practices with up to 20 users. The team has built strong foundations, and your job is to take what exists, evolve it, and scale it — fast.

This is an early-stage CS function with real momentum. The team has just completed its first full year of renewals. Onboarding and renewals playbooks exist but are still being refined. Expansion happens but isn't systematic. Revenue ownership between CS and Sales is still being defined. Two new products are launching imminently, with more to follow — Heidi is becoming a multi-product company.

In this role, you'll have the opportunity to shape the Product experience and connect customers with CSMs when the impact is high.

Heidi moves extremely fast. We're not looking for someone who needs months to map the landscape before acting. You'll need to orient quickly, identify what matters most, and start making an impact while you're still learning. The foundations are there — your job is to build on them with speed and quality.

The Head of Customer Success needs a leader they can trust to own this segment entirely — someone who drives results, develops their team, holds their own accounts, and doesn't need hand-holding. If you thrive in ambiguity, love building systems at pace, and want to shape how a high-growth company serves hundreds of healthcare practices, this is the role.

WHAT YOU’LL DO

LEAD AND DEVELOP THE SCALED CS TEAM

- Lead, coach, and develop a team of 3 CSMs who have built strong foundations in the SMB segment. Build on what they've created while raising the bar.

- Set clear expectations, provide regular feedback, and create an environment where team members grow and perform at their best.

- Build a high-performance culture focused on efficiency, accountability, and continuous improvement.

- Ensure the team operates with consistency and discipline, following playbooks while contributing to their evolution.

DESIGN AND EVOLVE SCALED ENGAGEMENT PROGRAMS

- Build on existing foundations to evolve the scaled engagement model across the SMB tier — from 1–5 user accounts through to larger practices with up to 20 users.

- Design an SMB experience with an intervention-free path and clear triggers to intentional CSM interactions.

- Leverage automation, process improvement, AI, and other tactics to streamline engagement.

- Work with Product to develop an SMB activation path and onboarding experience that increases retention.

- Continuously test, measure, and iterate on scaled interventions to improve efficiency and outcomes.

- Balance automation with human touchpoints, knowing when each is appropriate.

DRIVE RETENTION, EXPANSION, AND ACTIVATION

- Own onboarding, retention and expansion outcomes for the SMB segment, building data-driven strategies to improve activation.

- Develop clear paths to on-time onboarding and renewals as we scale.

- Identify expansion opportunities through usage signals and behavioural triggers, executing directly or partnering with Sales.

- Build early warning systems and health scoring approaches that surface risk before it escalates.

SUPPORT MULTI-PRODUCT GROWTH

- Prepare the team and engagement model for imminent product launches — two new products launching in the next month, with more to follow.

- Think through how multi-product changes the scaled CS motion: onboarding, adoption, cross-sell, and customer conversations.

- Partner with Product and Marketing to ensure the Practice segment is ready for each launch.

DESIGN INCENTIVES AND TARGETS

- Contribute to defining the right incentive structure and targets for the scaled CS team, accounting for the current maturity of the function and evolving revenue ownership.

- Think through individual vs team targets, differentiation across CSM roles, and how to measure success in a segment where clean ownership is still being established

BE DEEPLY ANALYTICAL

- Use data to drive every decision — segment performance, program effectiveness, team productivity, customer health.

- Build dashboards and reports that give visibility into what's working and what's not.

- Identify trends, patterns, and opportunities in customer data that inform strategy.

- Set and track metrics that matter: activation rates, adoption, retention, expansion, efficiency ratios.

COLLABORATE CROSS-FUNCTIONALLY

- Partner with Product to share customer insights and influence roadmap priorities for the SMB segment.

- Work with Marketing on customer communications, lifecycle campaigns, and content that drives adoption — particularly around new product launches.

- Coordinate with Sales on expansion opportunities, revenue ownership, and segment handoffs.

- Collaborate with Support to ensure efficient issue resolution and identify patterns that need addressing.

- Work closely with CS teams in the EMEA and North America, particularly on revenue operations,…