Customer Success Manager

Summary

Join Heidi, a health-tech company on a mission to revolutionize healthcare delivery, as a Scaled Customer Success Manager. This role offers a unique opportunity to build a career in Customer Success, starting with operational support and evolving into dedicated account management. You will master foundational customer success elements, handle direct customer engagement, and own end-to-end customer success processes. The position involves managing a portfolio of accounts, driving onboarding and adoption, and leveraging data insights for proactive intervention and growth opportunities. You will collaborate with global teams across Australia, the UK, and the US, ensuring seamless Customer Success operations. This high-impact role focuses on delivering a world-class customer experience through automation, data analysis, and effective customer engagement.

Requirements

• Experience: 3-5+ years as a Customer Success Manager or in a direct customer-facing Customer Success role within a high-growth SaaS company
• You should have a proven track record of working with a large, digitally managed customer base, leveraging automation tools, and proficiently using CRM software (e.g., HubSpot)
• Excellent communication & customer-facing skills: Proven ability to engage effectively with customers through onboarding, training sessions, webinars, and ongoing support
• You're adept at building rapport and clearly conveying complex information
• Highly organised and detail oriented: Exceptional organisational skills with meticulous attention to detail, capable of managing multiple priorities effectively
• Proactive & analytical: A self-starter who can monitor data, identify trends, and flag potential issues, eager to learn proactive customer engagement strategies
• Collaborative & growth-oriented: Someone who works effectively with cross-functional, global teams and demonstrates a strong drive to learn, adapt, and take on increasing responsibility

Responsibilities

• Manage 50+ accounts while reporting to our regional CS leaders — with your working hours matching one of our ANZ, US, or UK offices
• Drive onboarding, adoption, and expansion through scalable, automated digital strategies
• Monitor customer health scores and proactively intervene when needed
• Conduct targeted outreach campaigns based on usage patterns and lifecycle stage, often leveraging automated platforms
• Analyse customer usage data to identify adoption patterns and expansion opportunities
• Track and report on key metrics: ARR, activation, ongoing adoption and other customer-focused insights
• Use predictive analytics to identify at-risk accounts and growth opportunities
• Build and use dashboards and reports to optimise digital engagement strategies and identify automation opportunities
• Conduct high-impact virtual meetings with key accounts and cohorts
• Lead customer webinars, training sessions, and office hours
• Manage renewal conversations and identify expansion opportunities
• Escalate complex issues to appropriate teams while maintaining customer relationships

Benefits

• Flexible remote work
• Additional paid day off for your birthday and wellness days
• Discounted corporate gym memberships
• A generous personal development budget of $500 per annum
• Learn from some of the best engineers and creatives, joining a diverse team
• Become an owner, with shares (equity) in the company, if Heidi wins, we all win
• The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups
• Help us reimagine primary care and change the face of healthcare in Australia and then around the world