Customer Systems Lead

We’re hiring a Customer Systems Lead to help build a seamless, connected customer operating environment across Heidi. Reporting to the Head of Customer Success, ANZ, this role will own the systems, tooling, integrations, and customer data flows that power the customer experience across Customer Success, Support, Implementations, and Product.

Responsibilities

Manage and improve the systems that support the customer journey across CRM, support tooling, onboarding workflows, reporting, customer data, and operational platforms; Help ensure customer information flows cleanly across systems and teams, reducing duplication, manual work, operational gaps, and inconsistent customer experiences; Partner with Product, Engineering, and Operations teams to improve integrations, workflows, automations, and operational scalability across customer systems; Help build better reporting, dashboards, lifecycle visibility, customer health signals, and operational insights that support customer-facing teams and leadership decision-making; Identify opportunities to simplify how Customer Success and Support teams work day-to-day, helping reduce administrative burden and improve operational efficiency; Get into the detail, solve messy operational problems, and continuously improve the systems and workflows that power the customer experience

Requirements

Experience in Customer Systems, Revenue Operations, Customer Operations, Systems Administration, or Operations roles in SaaS or healthcare environments; Strong systems-thinking mindset and comfort working across tooling, workflows, and integrations; Experience with CRM and support platforms such as Salesforce, HubSpot, Zendesk, Intercom, Jira, Gainsight, or similar tools; Experience building automations, improving workflows, and solving operational inefficiencies; Strong analytical and problem-solving skills; Ability to work cross-functionally across technical and operational teams; Practical and hands-on, with a bias for action and continuous improvement

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