Customer Success Manager, Enterprise

Enterprise Customer Success Manager (UK/Ireland)

Company: Heidi
Location: UK and Ireland (serving NHS and private health systems)

About Heidi

Heidi is transforming healthcare by building an AI Care Partner that supports clinicians and enhances patient care. We aim to double healthcare's capacity while maintaining a human touch. Our platform has already returned millions of hours to healthcare professionals and supports millions of patient visits globally. With significant funding, we are expanding internationally and partnering with leading health systems.

The Role

We are seeking a strategic Enterprise Customer Success Manager to lead our most complex NHS and private health system accounts in the UK and Ireland. This is a strategic, consultant-level role focused on shaping deployment strategies, driving adoption, and building organizational will for change. You will orchestrate a cross-functional delivery team and own a portfolio of 10-15 large accounts (250+ users each), managing the entire customer lifecycle from pilot to renewal.

What You’ll Do:

Act as a Strategic Consultant to Executive Stakeholders:

• Lead executive engagements (CIOs, CMOs, COOs, clinical directors) to shape deployment strategy, change approach, and long-term value.
• Build the organizational case for adoption by guiding executives on best practices and necessary decisions.
• Adapt advisory style for diverse audiences, from frontline clinicians to board-level executives.

Orchestrate the Internal Delivery Team:

• Serve as the accountable lead for cross-functional pods (Implementation Specialists, Clinical Associates, Account Executives, Forward Deployed Engineers).
• Translate executive commitments into clear delivery briefs and hold teams accountable for outcomes.
• Surface risks early, resolve ambiguity, and keep relevant teams informed.

Lead Multi-Site NHS Rollouts:

• Drive complex, multi-wave implementations with formal governance and clinical change management.
• Oversee structured adoption programs, including training, competency assessments, and workflow reinforcement.
• Develop success plans grounded in clinical and operational KPIs meaningful to NHS leadership.

Own Commercial Outcomes:

• Lead renewal conversations with evidence-based value narratives.
• Identify and execute expansion opportunities across accounts.
• Contribute to Net Revenue Retention (NRR) and portfolio growth.

Engage in Pre-Sales and Pilots:

• Collaborate with Account Executives to scope NHS pilots and shape deployment strategies.
• Design pilot evaluation frameworks tied to clinical and operational KPIs.

Shape How We Work:

• Contribute to frameworks, tools, and playbooks for scalable NHS program rollouts.

What We’re Looking For:

• NHS or Health System Experience: Deep understanding of NHS organizational structures, decision-making, and governance is strongly preferred.
• Executive Advisory Presence: Ability to influence senior stakeholders and shape strategic decisions.
• Cross-Functional Orchestration: Proven ability to drive accountability across teams without direct 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 ARR).
• Change Management: Experience leading multi-site rollouts and driving sustained adoption in complex organizations.
• Commercial Acumen: Strong skills in expansion, renewals, and contributing to NRR.
• Data to Narrative: Ability to translate data into strategic narratives for various audiences.
• Political Intelligence: Skill in navigating complex organizational landscapes and competing agendas.

Our Beliefs:

• Live Forever: Build for the long term, guided by data and focused on patient outcomes.
• Practice Ownership: Decisions are logic- and proof-driven; maintain exceptional standards.
• Small Cuts Heal Faster: Balance stability with speed for impactful progress.
• Make Others Better: Foster direct feedback, kindness, and collective growth.

Why Join Heidi?

• Real Product Momentum: We are experiencing significant growth and demand.
• Equity from Day One: Share directly in the company's success.
• Unmatched Impact: Play a key role in shaping the future of healthcare technology.
• World-Class Talent: Work alongside experienced operators and builders.
• Comprehensive Health Benefits: Private medical and dental cover (Bupa), 24/7 mental health support (Sonder), and a £100/month Healthy Heidi’s stipend.
• Global Parental Leave: 26 weeks paid for primary carers, 18 weeks for secondary carers.
• Fertility Support: £7,000 one-off payment (eligibility applies).
• Learning & Development: £700 per year for professional growth.
• Home Office Budget: £500 one-off for workspace setup.
• Recharge Days: Time off after major milestones.
• Work from Anywhere: Up to 4 weeks per year flexibility.
• Clinical Leave: 10 days per year for eligible clinical roles.
• Hybrid Flexibility: 3 days in the office.

Heidi is committed to Diversity, Equity, and Inclusion, fostering a supportive environment for all employees.