Customer Success Manager (SMB)

We're hiring a commercially astute SMB Customer Success Manager to lead the end-to-end lifecycle for our SMB customers. Based in Sydney or Melbourne, you'll own a portfolio of a large number of clinics, practices, and small healthcare organisations (under 250 users each), serving as a trusted partner who supports deployment, drives measurable clinical and operational outcomes, and expands Heidi's footprint across your book.

Responsibilities

Own the SMB lifecycle: Lead the full customer relationship from pre-sales scoping and pilot design through implementation, adoption, expansion, and renewal; Build success plans that map customer goals to measurable clinical and operational outcomes; Build stakeholder relationships: Earn trusted relationships across practice owners, practice managers, clinical leads, and administrative staff; Tailor engagement to what each stakeholder cares about; Support rollouts: Drive efficient implementations with clear plans and cross-functional coordination; Support workflow change through structured reinforcement: training sessions, competency checks, and coaching; Engage in pre-sales and pilots: Work alongside Account Executives and Implementation Specialists to shape deployment approach, scope pilots for success, and run customer-facing demos when needed; Translate data into action: Synthesise usage and outcome metrics into clear narratives; Adjust depth and style for practice owners, clinicians, and admin audiences; Use data to decide where to intensify training, redesign workflow, or expand; Own commercial outcomes: Lead renewal conversations with strong value narratives; Identify and execute expansion opportunities backed by adoption maturity and outcome data; Partner with AEs to close; Prove value: Build evaluation frameworks for pilots and rollouts grounded in clinical and operational KPIs; Use outcome data to shape value narratives that strengthen commercial positioning; Orchestrate cross-functionally: Provide concise, complete context to Product, Engineering, Implementation, GTM, and Support; Surface risk early, drive decisions during ambiguity; Contribute to the playbook: Help build the frameworks, tools, and ways of working that turn SMB programmes into scalable, repeatable rollouts

Requirements

2+ years in SaaS customer success or client-facing roles; Some track record across scoping, implementation, adoption, expansion, and renewal; comfortable owning the whole relationship even in smaller, less complex environments; Builds trusted relationships with practice owners, clinical leads, and administrative stakeholders; earns credibility quickly; Experience supporting rollouts that drive genuine behaviour change and sustained adoption; Solid understanding of expansion and renewals, and how they contribute to NRR and portfolio growth; Translates usage patterns and outcomes into practical insights for customers and internal teams; Adapts depth and style fluently from frontline clinicians to practice owners; Willing and able to scope deals, support pilot design, and run demos alongside Sales

Nice to have

Some exposure to SMB or mid-market accounts (under 250 users); Familiarity with clinical workflows or small healthcare practices helps you ramp faster

Benefits

$1,000 annual learning and development budget; $150/month health and wellness allowance; $500 home office budget; 26 weeks paid primary parental leave; 18 weeks paid secondary parental leave; fertility support up to $10,000; four weeks of work from anywhere per year; serious equity