Head of Enterprise Customer Success

Heidi Health
Melbourne, Sydney
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Leadership","Executive communication","Capacity planning","Mentorship","Data-driven decision-making"]

Lead enterprise, hospital, and health network customer success as Heidi scales its repeatable CS ecosystem. Own Net Retention end-to-end, drive organic expansion, and master pilot-to-partnership conversion. Build capacity and hire/mentor a world-class CS team, establish account planning and QBR cadence, and coordinate with Sales, Support, Product, and Engineering using data, playbooks, and executive-ready reporting to improve retention and growth.

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Heidi Health
Heidi Health
12 hours ago

Head of Enterprise Customer Success

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Last checked: 7 hours agoStatus: Live

Job Summary

Lead enterprise, hospital, and health network customer success as Heidi scales its repeatable CS ecosystem. Own Net Retention end-to-end, drive organic expansion, and master pilot-to-partnership conversion. Build capacity and hire/mentor a world-class CS team, establish account planning and QBR cadence, and coordinate with Sales, Support, Product, and Engineering using data, playbooks, and executive-ready reporting to improve retention and growth.
Location: Melbourne, Sydney
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Own Net Retention across the enterprise portfolio and deliver regular strategic performance updates to executive leadership.
  • •Drive account growth by identifying and capturing organic expansion opportunities within the existing customer base.
  • •Design and manage the pilot conversion motion to ensure successful pilot engagements convert into long-term partnerships.
  • •Plan capacity and build/retain the team by hiring and investing in skills and culture as the segment grows.
  • •Run a consistent Account Plan and QBR cadence with enterprise accounts, and coordinate commercial/implementation planning with Sales and Support handoffs.

Pay and Benefits

Perks:Learning BudgetWellness StipendHome OfficePaid LeaveEquityRemote Work

Key Requirements

  • •8+ years in customer success or account management, including 3+ years leading a CSM team in a high-growth B2B SaaS company.
  • •Proven ownership of enterprise accounts (large, complex, multi-stakeholder) versus managing small-logo portfolios.
  • •Experience building customer success programs, playbooks, or segmentation from scratch.
  • •Fluency in SaaS retention metrics (NRR, GRR, expansion) and comfort with CS/CRM tooling such as Gainsight, Totango, ChurnZero, or Salesforce.
  • •Strong executive communication skills, comfortable presenting to practitioners and C-suite stakeholders.
Experience:8+ yearsB2B SaaSHealthcareHealth-tech
Skills:LeadershipExecutive communicationCapacity planningMentorshipData-driven decision-making
Tech Stack:GainsightTotangoChurnZeroSalesforceHubspotCRMQBRNet RetentionNRRGRR

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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