Customer Success Associate

Heidi is building a customer success motion that feels less like a help desk and more like a clinical colleague who happens to be brilliant at software. The Customer Success Associate sits at the center of that. You are the first human a small or mid-size practice meets when they have a question, and the person who turns a confused first week into a clinician who cannot imagine documenting without Heidi again. This role is built for people with a clinical background. You will also not inherit a finished playbook. You will help write one. We are designing a proactive, fast, high-quality service motion from the ground up.

Responsibilities

Answer questions for Heidi's SMB customer base across countries and timezones; Handle inbound questions over shared email inbox; Work with support team and other teams across Heidi to chase down resolutions; Book and run one-to-one training sessions; Coach clinicians who are not yet getting the full value from Heidi; Spot the moment a frustrated user becomes a confident one; Provide advice and support to colleagues around the world; Take on repeatable admin and internal requests from CS and go-to-market teams; Stay open-minded as the service motion is developed; Aim to delight and surprise customers with proactive, fast, high-quality service

Requirements

A medical or clinical background; You have worked in or close to a clinic or hospital and understand the day-to-day reality of GPs and hospital doctors; Speed and composure; A bias for action; A talent for delight; An open, collaborative mind

Nice to have

Tooling familiarity; Comfort with software like HubSpot and Intercom

Benefits

Real product momentum; Unmatched impact; Work alongside world-class talent; 24/7 mental health, coaching and wellbeing support through Sonder and £100/month Healthy Heidi's stipend; Global parental leave: 26 weeks paid for primary carers and 18 weeks for secondary carers; Fertility support: £7,000 one-off payment; Learning & development: £700 per year for courses, books, memberships, conferences; Home office budget of £500 one-off; Recharge days after major milestones and busy periods; Work from anywhere for up to 4 weeks per year; Clinical leave: 10 days per year for eligible clinical roles; Hybrid environment with 3 days in the office