Customer Success Manager | GCC

About Heidi

Heidi is developing an AI care partner designed to support clinicians throughout the care journey, from record creation to care delivery.

The company’s purpose is to expand healthcare capacity while preserving the human side of care. In just 18 months, Heidi has helped return more than 18 million hours to clinicians and has supported over 73 million patient visits. Today, it powers more than two million patient visits every week across 116 countries and 110+ languages.

Founded by clinicians, Heidi combines the expertise of clinicians, engineers, designers, scientists, creatives, and mathematicians around one shared mission: to strengthen the human connection at the center of healthcare.

Backed by close to $100 million in total funding, Heidi is growing across ANZ, the USA, the UK, Canada, and Europe, and works with major health systems.

The team moves quickly on what matters and stays focused on what has been proven, helping shape the next era of healthcare.

The opportunity

This Customer Success Manager role covers the GCC region and requires work in the UAE, along with around 50% travel.

In this position, you will act as the link between technology and care, helping hospitals, clinics, and clinicians across the Middle East adopt Heidi and get real value from it.

You will oversee the complete customer journey for public and private hospital implementations, making sure onboarding runs smoothly, clinicians stay engaged, and outcomes across patient care are measurable.

This role is best suited to someone with a clinical background, such as a former doctor, nurse, or allied health professional, who wants to support digital transformation in healthcare.

Key responsibilities

• Serve as the main strategic contact for a set of customers and help them achieve clear, measurable outcomes.
• Take ownership of onboarding and training, guiding new customers from planning and education through to go-live and workflow integration.
• Monitor and improve customer journey metrics such as time to first value and early activation.
• Create and run tailored adoption plans that drive strong user engagement and satisfaction among clinicians.
• Spot expansion opportunities, reduce churn risk, and work closely with other teams to deepen product adoption.
• Build trusted relationships with senior stakeholders, represent the customer internally, and communicate wins, needs, and priorities.
• Maintain proactive engagement through check-ins, success planning, and educational touchpoints.
• Work with product, engineering, and support teams to remove operational obstacles and improve the customer experience.
• Collect customer feedback and share insights that help shape product direction and feature prioritisation.

Candidate profile

Heidi is looking for a candidate with strong Arabic and English communication skills, ideally native-level or professional fluency in both languages.

A minimum of 2 years of customer success experience in a SaaS environment is required, along with the ability to manage the full customer lifecycle.

A healthcare background in medicine, nursing, or allied health is strongly preferred.

You should be familiar with the GCC healthcare environment, including both public and private sector settings.

The role also calls for strong communication and collaboration skills, excellent organisational ability, and comfort handling multiple priorities with a high level of accuracy.

Heidi is seeking a self-starter who takes initiative, moves quickly, and is comfortable in fast-paced, ambiguous environments.

What Heidi values

• Live Forever: Every release should move care forward in a safe, measurable, and lasting way. Data informs the team, but patients remain the ultimate measure.
• Practice Ownership: Decisions should be driven by logic and evidence rather than hierarchy. Great care requires high standards in work, thinking, and character.
• Small Cuts Heal Faster: Trust comes from stability, while impact comes from speed. The focus is on learning quickly without disrupting what people rely on.
• Make others better: Feedback should be direct and kindness should stay constant. Success is measured by how the whole team grows, not by individual output alone.

The company’s mission is to increase the world’s capacity to care without losing the humanity that makes care meaningful.

Why this role could suit you

• You will receive an additional paid day off for your birthday, along with wellness days.
• A personal development budget of USD 500 per year is provided.
• You will have the chance to learn from experienced engineers and creatives within a diverse team.
• This is an opportunity to contribute to global impact while working with one of the leading healthtech startups.
• If you create impact quickly, there may be an accelerated path in your startup career.