Customer Success Manager (Enterprise)

We're hiring a strategic and commercially astute Enterprise Customer Success Manager to lead the end-to-end lifecycle for our most complex and valuable customers. Based in Sydney, Melbourne, New York, or London, you'll own a portfolio of 3 to 6 large hospital systems, health networks, and strategic healthcare organisations (250+ users each), serving as a trusted strategic partner who shapes deployment strategy, drives measurable clinical and operational outcomes, and expands Heidi's footprint across multi-site enterprises. This is a senior role.

Responsibilities

Own the enterprise 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 executive partnerships: Earn trusted, long-term relationships across C-suite (CIO, CMO, COO, CEO), clinical leadership, IT, and operations. Tailor your engagement to what each stakeholder cares about; Lead multi-site rollouts: Drive sophisticated implementations with formal governance, detailed plans, and cross-functional coordination. Manage workflow change through structured reinforcement: training waves, competency assessments, and coaching; Engage in pre-sales and pilots: Work alongside Account Executives and Implementation Specialists to shape deployment strategy, scope pilots for success, and run customer-facing demos when needed; Translate data into action: Synthesise enterprise usage and outcome metrics into clear narratives. Adjust depth and style for IT, ops, and exec 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 multi-year 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; Shape the playbook: Contribute to the frameworks, tools, and ways of working that turn complex enterprise programmes into scalable, repeatable rollouts

Requirements

5+ years in SaaS customer success or client-facing roles, with at least 3 years managing enterprise accounts (250+ users, high-value ARR); Full-lifecycle ownership: Proven track record across scoping, implementation, adoption, expansion, and renewal in complex enterprise environments; Executive presence: Builds trusted relationships with C-suite, clinical leaders, and technical stakeholders. Earns credibility quickly; Change management: Experience leading multi-site rollouts that drive genuine behaviour change and sustained adoption; Commercial acumen: Strong on expansion, complex renewals, and contributing to NRR and portfolio growth; Data-driven: Translates usage patterns and outcomes into strategic insights for customers and internal teams; Communication range: Adapts depth and style fluently from frontline clinicians to board-level executives; Pre-sales comfort: Willing and able to scope deals, design pilots, and run demos alongside Sales

Nice to have

Healthcare a bonus: Familiarity with clinical workflows, hospital systems, or large health networks 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