Customer Success Manager - GCC Region

About Heidi

Heidi is an innovative company dedicated to enhancing healthcare by developing an AI Care Partner that supports clinicians throughout clinical documentation and patient care delivery. Our mission is to double healthcare capacity while preserving the humanity of care. Within just 18 months, Heidi has saved clinicians over 18 million hours and supported more than 73 million patient visits globally. Currently, Heidi facilitates over two million patient visits weekly in 116 countries, available in more than 110 languages.

Founded by medical professionals, Heidi unites clinicians, engineers, designers, scientists, and creatives with the shared goal of strengthening human connections in healthcare. Backed by nearly $100 million in funding, we are expanding our footprint across ANZ, the USA, UK, Canada, and Europe, collaborating with large health systems. We move swiftly where it matters and base our progress on proven results, shaping the future of healthcare.

Role Overview

As a Customer Success Manager based in the UAE, you will bridge the gap between advanced technology and clinical care by supporting hospitals, clinics, and clinicians in the Middle East in adopting and optimizing Heidi's solutions. This role requires approximately 50% travel within the UAE. You will oversee the entire customer experience across both public and private hospital deployments, ensuring effective implementation, clinician engagement, and improved patient outcomes.

Key Responsibilities

• Act as a strategic partner for a portfolio of customers, ensuring they achieve tangible success and value from Heidi’s technology.
• Lead customer onboarding and training processes from initial planning stages through live deployment, ensuring smooth integration into clinical workflows.
• Monitor and enhance key performance indicators along the customer journey such as time-to-first-value and early adoption metrics.
• Develop tailored adoption strategies to increase clinician engagement and satisfaction with Heidi’s solutions.
• Identify opportunities for customer retention and expansion while addressing any risks to client satisfaction and loyalty.
• Forge strong executive relationships and serve as the voice of the customer internally—advocating their needs and highlighting success stories.
• Maintain continuous engagement through proactive outreach, success planning, and education initiatives to deepen impact.
• Collaborate with product, engineering, and support teams to resolve operational challenges and ensure a seamless customer experience.
• Gather customer feedback and insights to inform product development priorities.

Qualifications and Experience

• Fluency in both Arabic and English at native or professional levels is mandatory.
• At least 2 years of experience in a customer success role within a SaaS environment, managing the complete customer lifecycle.
• A clinical background such as medicine, nursing, or allied health is strongly preferred.
• Knowledge of the healthcare landscape in the GCC region, including both public and private sectors.
• Excellent communication and teamwork abilities, capable of setting and managing customer and internal expectations effectively.
• Strong organizational skills with proven ability to juggle multiple projects and priorities without compromising detail or quality.
• A proactive, self-driven approach suited to fast-paced and evolving work environments.

Our Values

• Live Forever: Each product release advances patient care thoughtfully and sustainably.
• Practice Ownership: Decisions are made based on evidence and logic, not hierarchy.
• Small Cuts Heal Faster: We prioritize stability and learning quickly without disrupting essential services.
• Make Others Better: We foster a culture of direct feedback, kindness, and collective excellence.

Why Join Heidi?

• An additional paid day off on your birthday plus wellness days.
• A personal development budget of $500 annually to support your growth.
• Opportunity to work alongside top engineers and creative professionals in a diverse, collaborative environment.
• A rare chance to have a global impact through one of the leading healthtech startups in the world.
• Potential for rapid career advancement based on impact.

Additional Information

This position requires onsite presence in the UAE and involves up to 50% travel. Candidates with a clinical background looking to lead digital transformation in healthcare will find this role highly rewarding.