Customer Success Manager, West

Heidi Health
Vancouver
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 3-5 yearsSkills: ["Relationship management","Strategic thinking","Data-driven decision making","Change management","Communication"]

Own and grow a portfolio of mid-market healthcare organizations by building multi-stakeholder relationships from clinical users to operational leaders. Create and run structured success plans, lead pilots and implementations, conduct QBRs/value reviews, and use data insights to drive adoption, renewals, and expansion. Partner cross-functionally across Sales and internal teams to ensure smooth handovers and measurable outcomes across 20–30 accounts (30–250 users each).

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Heidi Health
Heidi Health
3 days ago

Customer Success Manager, West

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Own and grow a portfolio of mid-market healthcare organizations by building multi-stakeholder relationships from clinical users to operational leaders. Create and run structured success plans, lead pilots and implementations, conduct QBRs/value reviews, and use data insights to drive adoption, renewals, and expansion. Partner cross-functionally across Sales and internal teams to ensure smooth handovers and measurable outcomes across 20–30 accounts (30–250 users each).
Location: Vancouver
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Develop and execute account-specific success plans aligned to customer business objectives, mapping goals to metrics and milestones.
  • •Conduct QBRs and value reviews to quantify outcomes, surface risks, and align stakeholders while keeping each account moving.
  • •Lead pilots and implementations by building rollout plans with milestones, readiness checks, and explicit success criteria.
  • •Drive data-informed customer strategy by interpreting usage, workflow adherence, and risk indicators to prioritize actions.
  • •Own renewals and expansion by building value narratives from outcome data and partnering with Sales on expansion plans.

Key Requirements

  • •3-5 years in customer success or account management at a B2B SaaS company, managing mid-market accounts.
  • •Build relationships with senior stakeholders such as clinical leaders, operations managers, and practice owners.
  • •Use data analytics to drive insights and inform customer strategy.
  • •Meet or exceed renewal and expansion targets in multi-stakeholder environments.
  • •Lead pilots, implementations, or rollouts with multiple stakeholder groups and conduct QBRs/business reviews.
Experience:3-5 yearsB2B SaaSHealthcare SaaSHealthcare
Skills:Relationship managementStrategic thinkingData-driven decision makingChange managementCommunication
Tech Stack:HubSpotOmniCanvaFigma

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
WebsiteLinkedInGlassdoor