Enterprise Customer Success Manager

Heidi Health
London
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Strategic advisory","Cross-functional orchestration","Change management","Commercial acumen","Data storytelling"]

Serve as the strategic, senior lead for complex NHS and private health system accounts in the UK and Ireland. Partner with executive stakeholders to shape deployment strategy, drive change and adoption, and orchestrate a cross-functional delivery pod across pilot, implementation, expansion, and renewal. Own commercial outcomes (including renewals and expansion), run or support pre-sales pilots, and translate clinical and operational KPIs and usage data into compelling value narratives.

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Heidi Health
Heidi Health
21 hours ago

Enterprise Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Serve as the strategic, senior lead for complex NHS and private health system accounts in the UK and Ireland. Partner with executive stakeholders to shape deployment strategy, drive change and adoption, and orchestrate a cross-functional delivery pod across pilot, implementation, expansion, and renewal. Own commercial outcomes (including renewals and expansion), run or support pre-sales pilots, and translate clinical and operational KPIs and usage data into compelling value narratives.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Act as a strategic consultant to executive stakeholders, shaping deployment strategy, change approach, and long-term value for NHS trusts and health networks.
  • •Orchestrate a cross-functional delivery pod, translating commitments into delivery briefs, surfacing risk early, and aligning internal execution to ground-level commitments.
  • •Own the full customer lifecycle for a portfolio of 10 to 15 large NHS trusts or strategic health organisations—from pilot design through implementation, adoption, expansion, and renewal.
  • •Lead renewal conversations using evidence-based value narratives tied to clinical outcomes and usage data, and identify expansion opportunities across sites, departments, and specialties.
  • •Engage in pre-sales and pilots by scoping NHS pilots for success, designing pilot evaluation frameworks using clinical and operational KPIs, and contributing to NRR and portfolio growth.

Pay and Benefits

Perks:Health InsuranceDentalWellness StipendHome OfficeLearning BudgetParental LeaveFertility SupportWork FromCoachingRecharge DaysClinical Leave

Key Requirements

  • •5+ years in SaaS customer success or client-facing roles, with at least 3 years managing enterprise accounts (250+ users, high-value ARR) across scoping, implementation, adoption, expansion, and renewal.
  • •Experience as an executive advisor who can shape strategic decisions with CIOs, CMOs, COOs, and clinical directors across technical, operational, and board audiences.
  • •Strong NHS or health system experience, including understanding procurement, governance, compliance, and decision-making within NHS organisations.
  • •Proven ability to lead cross-functional orchestration and accountability across teams you do not own (clinicians, engineers, commercial colleagues).
  • •Experience leading multi-site rollouts that drive behavior change and sustained adoption in complex organisations.
Experience:SaaSCustomer successEnterprise softwareHealthcareNHSClinical operations
Skills:Strategic advisoryCross-functional orchestrationChange managementCommercial acumenData storytelling

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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