Customer Success Manager (SMB)

Heidi Health
Melbourne, Sydney, New York, London
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 2+ yearsSkills: ["Relationship-building","Change management","Commercial acumen","Data-driven communication","Communication"]

Own the end-to-end customer lifecycle for SMB healthcare organisations, guiding scoping, pilot design, implementation, adoption, expansion, and renewals. Build trusted relationships with practice and clinical stakeholders, coordinate efficient rollouts, and translate usage and clinical/operational outcomes into clear value narratives. Partner with pre-sales and Implementation teams, and help shape scalable success frameworks that strengthen measurable impact and commercial growth.

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Heidi Health
Heidi Health
6 days ago

Customer Success Manager (SMB)

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Job Summary

Own the end-to-end customer lifecycle for SMB healthcare organisations, guiding scoping, pilot design, implementation, adoption, expansion, and renewals. Build trusted relationships with practice and clinical stakeholders, coordinate efficient rollouts, and translate usage and clinical/operational outcomes into clear value narratives. Partner with pre-sales and Implementation teams, and help shape scalable success frameworks that strengthen measurable impact and commercial growth.
Location: Melbourne, Sydney, New York, London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead the SMB customer lifecycle end-to-end, creating success plans that connect customer goals to measurable clinical and operational outcomes.
  • •Support implementations by driving efficient rollouts and structured reinforcement (training, competency checks, coaching).
  • •Partner in pre-sales and pilots by shaping deployment approach, scoping pilots, and running customer-facing demos when needed.
  • •Synthesize usage and outcome metrics into tailored narratives and decide where to intensify training, redesign workflows, or expand.
  • •Own commercial outcomes by leading renewal conversations and executing expansion opportunities using adoption maturity and outcome data.

Pay and Benefits

Equity and Bonus:Equity
Perks:Learning BudgetWellness StipendHome OfficeParental LeaveFertility SupportEquity

Key Requirements

  • •2+ years in SaaS customer success or client-facing roles, ideally with SMB or mid-market accounts (under 250 users).
  • •Experience owning the full customer lifecycle from scoping through implementation, adoption, expansion, and renewal.
  • •Strong relationship-building across practice owners, practice managers, clinical leads, and administrative stakeholders.
  • •Demonstrated change management experience supporting rollouts that drive sustained behaviour change and adoption.
  • •Commercial acumen across renewals and expansion, using outcomes to drive NRR and portfolio growth.
Experience:2+ yearsSaaSHealthcare
Skills:Relationship-buildingChange managementCommercial acumenData-driven communicationCommunication

Company Brief

Heidi Health
Builds an AI medical scribe and clinical productivity platform that automates documentation, form-filling, and task management to expand clinician capacity across hospitals, GP clinics and specialist services worldwide.
Industry: HealthTech
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Valuation: USD 250M to 500M
Funding: Series B
Headquarters: Melbourne, Australia
Founded: 2019
Glassdoor
Glassdoor: 4.7
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