Customer Success Associate

Customer Success Associate

Company: Heidi
Location: Global (remote, part of a follow-the-sun team)

About Heidi

Heidi is building an AI Care Partner to support clinicians and improve patient care, aiming to double healthcare's capacity while keeping it human-centric. We've already returned millions of hours to clinicians and supported millions of patient visits worldwide. Backed by significant funding, we are expanding globally and partnering with leading health systems.

The Role

We are looking for a Customer Success Associate to join our growing team, providing exceptional support to our small and mid-size practice customers globally. This role is designed for individuals with a clinical background who understand the pressures and demands of healthcare professionals. You will be a key point of contact, turning initial user experiences into confident adoption of Heidi. This is a unique opportunity to help build and shape our customer success motion from the ground up.

What You’ll Do:

Service Our Customers, Wherever They Are:

• Answer customer questions across countries and timezones, ensuring no coverage gaps.
• Handle inbound inquiries via email, providing fast, accurate, and genuinely helpful responses.
• Collaborate with support and other teams to resolve complex issues.

Train and Delight:

• Conduct proactive one-to-one training sessions to prevent issues and ensure customers feel supported.
• Coach clinicians on maximizing their use of Heidi and address any challenges they encounter.
• Identify and foster moments that turn frustrated users into confident advocates.

Support the Wider Team:

• Share learnings and provide advice to colleagues globally to enhance team knowledge.
• Handle repeatable administrative and internal requests for Customer Success and Go-to-Market teams.

Help Build the Motion:

• Contribute ideas and actively participate in developing and refining our customer success processes.
• Strive daily to delight customers with proactive, fast, and high-quality service.

What We’re Looking For:

• Medical or Clinical Background: Experience working in or closely with a clinic or hospital, understanding the daily realities, time constraints, and administrative burdens of healthcare professionals.
• Speed and Composure: Ability to operate quickly, juggle multiple conversations, and remain calm under pressure.
• Bias for Action: Proactive in seeking answers and solving problems.
• Talent for Delight: Skill in creating memorable customer interactions through proactive engagement.
• Tooling Familiarity: Comfort with software like HubSpot and Intercom is advantageous.
• Open, Collaborative Mind: Desire to help shape the team's working methods.

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.
• 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: 24/7 mental health, coaching, and wellbeing 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.