Customer Success Associate - London - Heidi

Description

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Heidi is on a mission to halve the time it takes to deliver world-class care. We believe that by 2050, every clinician will practice alongside AI systems that eliminate administrative burden and elevate the quality and accessibility of care everywhere. Today, our tools modernise clinical documentation and free clinicians to focus on what matters most, their patients. Soon we'll equip every healthcare organisation with AI assistants that erase the tedium of clinical and operational work.

Our team is a mosaic of accomplished leaders and polymaths united by pace and purpose. We achieve in months what others take years to do.

We've recently secured a 65 M USD Series B funding from leading global investors to accelerate the extraordinary growth we're seeing and expand our impact across the healthcare ecosystem.

Used in over 100 countries and a goal to have 73 Million consults in 18 months, Heidi has become one of the fastest growing healthcare AI platforms globally. We're defining how care will be delivered in the decades ahead.

We're scaling fast and we're looking for exceptional people who want to help shape the future of healthcare.

The RoleWe're hiring a proactive, empathetic, and execution-focused Customer Success Associate to support the onboarding and training of our SMB customer groups in the UK.

Based in our London office, you'll be at the heart of ensuring clinicians not only adopt Heidi, but truly embed it into their daily practice. Heidi is already in the hands of clinicians across the UK. They're using it every day to transform how they deliver care. The product is proven, the feedback is strong, and demand is growing. Now, the challenge is to ensure every new customer gets the right support to go from "signed up" to "seeing impact" quickly and seamlessly.

You'll work closely with the SMB Customer Success Manager and operate across a diverse and evolving customer base: GP practices, specialist clinics, outpatient providers, and digital-first healthcare groups. Many clinicians will already have encountered Heidi through peers, partnerships, or word of mouth. Your task will be to engage those teams, deliver clear onboarding pathways, and provide training that empowers them to unlock Heidi's full value.

We're entering the next stage of growth in SMB customer success - moving from one-off wins to a repeatable playbook that ensures every customer feels supported, heard, and delighted. You'll be central to building that consistency, while also helping us refine and scale the frameworks that underpin it.

This is an ideal role for someone who thrives in a fast-moving, early-stage environment, but who also wants the reassurance that the fundamentals are already in place: proven product-market fit, strong adoption signals, and a clear appetite for expansion.

You'll be the first touchpoint for customers - and the bridge that ensures they stay, grow, and become champions of Heidi.

What you'll be doing

The Customer Success Associate will be a trusted partner for our SMB customers, guiding them from their very first interaction with Heidi through to successful adoption of our platform. You'll ensure customers feel supported, empowered, and set up for long-term success. From account setup and tailored training to quarterly check-ins, you'll deliver a world-class onboarding experience while acting as the customer's voice within our team.

Your key responsibilities will include:

Onboarding & Training

Lead new customer onboarding, ensuring smooth account setup and configuration.

Deliver engaging training sessions and office hours that help customers quickly realise value from Heidi.

Provide clear resources, guides, and proactive support to drive customer confidence and independence.

Customer Advocacy

Serve as the first point of contact, building strong relationships with SMB customers.

Gather feedback, surface insights, and advocate for customer needs with internal teams to help influence the evolution of our product roadmap.

Drive Adoption & Engagement

Monitor customer activation metrics and ensure adoption milestones are met.

Identify at-risk accounts early and partner with customers to resolve blockers.

Track and analyse customer usage data to recommend best practices and opportunities for deeper engagement.

Retention & Success

Facilitate quarterly business reviews to showcase value, align on goals, and drive retention.

Develop long-term relationships that result in satisfied, loyal customers.

Process Improvement & Playbook Development

Support the creation and iteration of customer success playbooks, frameworks, and collateral.

Continuously look for opportunities to improve efficiency and enhance the customer journey.

This role could be a great fit if:

You're early in your operations/customer success career but have already shown strong ownership, work ethic, and operational instinct

You've worked in customer success/operations, implementation or other high-volume, high-autonomy environments

You're highly organised and can confidently manage multiple accounts and competing priorities, while maintaining attention to detail and quality

You have a customer-centric mindset and are motivated to ensure customers feel supported, valued and are setup for success

You have an analytical mindset - you're comfortable diving into data to understand customer behavior, identify patterns, and spot opportunities for improved activation, adoption and retention

You're naturally curious and enjoy problem solving - you spot gaps in the process and help fix them

You have a bias for action - you're unafraid to get your hands dirty in an extremely fast paced environment to help solve different challenges and priorities

You want to build something that matters, and are hungry to learn alongside people who've done it before

You're excited by a market that's ambiguous and evolving - where success comes from listening closely, testing constantly, and learning fast

What do we believe in?

Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world's health demands it. We believe in progress built through precision, pace, and ownership.

Live Forever - Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters.

Practice Ownership - Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character.

Small Cuts Heal Faster - Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on.

Make others better - Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output.

Our mission is clear: expand the world's capacity to care, and do it without losing the humanity that makes care worth delivering.

Why you will flourish with us ?

We're almost always in-person, based in our London office

Additional paid day off for your birthday and wellness days

Special corporate rates at Anytime Fitness in Melbourne, Sydney tbc.

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

If you have an impact quickly, the opportunity to fast track your startup career

Help us reimagine primary care and change the face of healthcare in Australia and then around the world.

London, England, United Kingdom

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