Head of Enterprise Customer Success

Enterprise, hospital and health network customers, is Heidi's fastest-growing segment, and it has reached the size where it needs a dedicated leader rather than a shared responsibility split across other roles. The foundational processes that fueled our initial growth must now be evolved into a sophisticated, repeatable enterprise customer success ecosystem backed by clear data, robust playbooks, and a world-class team.

Responsibilities

Champion Net Retention, take full accountability across the enterprise portfolio, delivering regular strategic performance updates to executive leadership.; Drive account growth, actively identify and capture organic expansion opportunities within our existing customer base to maximize account value, moving well beyond simple account preservation.; Master the pilot conversion motion, design and manage a seamless pilot conversion motion, ensuring our partners who begin their engagements by piloting our products successfully convert into long-term partnerships for scale.; Meet customer needs. Plan capacity, hire and retain talent, and invest in the team's skills and culture as the segment grows.; Partner with Sales on a single commercial and implementation plan, so every enterprise customer is set up to succeed from the moment the contract is signed, not after something goes wrong.; Run a clear Account Plan and QBR cadence with every enterprise account, so nothing is being managed from memory.; Build and mentor talent, forecast organisational capacity, recruit top-tier Customer Success Managers, and cultivate a high-performance culture focused on continuous skill development to match our growth trajectory.; Bridge the Product Loop, translate frontline enterprise feedback and operational data into clear, actionable insights for our Product and Engineering teams to directly influence the product roadmap.; Collaborate with Support on a clean handoff for every account, and keep a live view of account health once it lands there.

Requirements

8+ years in customer success or account management, including 3+ years leading a CSM team inside a high-growth B2B SaaS company.; A track record of owning enterprise accounts (large, complex, multi-stakeholder), not a portfolio of small logos.; Experience building CS programs, playbooks, or segmentation from scratch, not just running an existing one.; Fluency in SaaS retention metrics (NRR, GRR, expansion) and comfort with CS or CRM tooling such as Gainsight, Totango, ChurnZero, or Salesforce.; Executive communication skills. You can hold a room with a practitioner and a room with a C-suite equally well.

Nice to have

Experience with public health systems or government procurement.; Experience scaling a customer success function across multiple regions.; Clinical or EHR domain knowledge.; Experience in healthcare, health-tech, or another regulated industry (strong plus)

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