Customer Success Manager, SMB

About Heidi

Heidi is rethinking how healthcare support should feel: continuous, human, and designed to help clinicians stay focused on patients. The company is creating an AI Care Partner that works alongside care teams to make that vision real.

The team includes doctors, engineers, designers, researchers, and creatives building products that support clinical work at scale. In under 18 months, Heidi has returned more than 18 million hours to healthcare professionals, supported 73 million patient visits across 116 countries, and now powers more than two million patient visits every week.

Backed by almost $100 million in funding, Heidi is expanding across the US, UK, Canada, and Europe, and works with leading health systems such as the NHS, Beth Israel Lahey Health, and Monash Health.

Role Overview

As a Customer Success Manager focused on SMB accounts, you will manage the customer lifecycle from onboarding through renewal, with a strong emphasis on adoption, retention, and expansion. This is a hands-on, high-volume role that requires structured execution, strong communication, and a data-driven approach.

Key Responsibilities

• Provide consistent onboarding experiences across your portfolio by following established playbooks and helping customers reach value quickly.
• Track activation timelines and conversion rates, and step in early when accounts are not progressing as expected.
• Lead training for clinicians and operational users so they not only understand the product, but actively use it.
• Work closely with Customer Success Associates to complete onboarding work efficiently without sacrificing quality.
• Use health scores and customer data to spot risk early, reduce churn, and keep engagement strong across your book of business.
• Prioritise accounts using dashboards and segmentation, and apply the right mix of automated and personal outreach.
• Maintain a disciplined operating cadence so that all accounts receive the right level of attention.
• Run training and enablement sessions that help customers adopt Heidi’s core workflows and move into deeper feature usage.
• Identify low-adoption patterns and respond with scalable actions such as office hours, refreshers, or targeted outreach.
• Explain complex product capabilities in simple, practical terms that busy clinicians can quickly act on.
• Own renewals from start to finish and build evidence-based value stories that clearly show ROI.
• Handle contract details and negotiation discussions while protecting revenue and preserving strong customer relationships.
• Spot expansion signals from product usage and customer behaviour, and partner with Sales when needed.
• Run expansion conversations and identify when customers are ready for more seats or additional products.
• Work within established CSM processes with accuracy and consistency.
• Contribute to improving playbooks, resources, and workflows by turning feedback into practical changes.
• Share effective approaches with the wider team and help document them into repeatable best practices.
• Communicate clearly and empathetically through scalable channels such as email, in-app messaging, and webinars.
• Set expectations around scope, timing, and responsibilities in a light-touch environment.
• Know when to give high-touch support and when to use more efficient, scaled communication methods.
• Partner with Product, Support, Sales, and Customer Success Associates to remove blockers and improve the customer experience.
• Escalate issues with full context so problems can be resolved with minimal back-and-forth.

What We’re Looking For

• 2 to 4 years of experience in customer success within a SaaS environment, with ownership across the full customer journey.
• Experience managing a large portfolio, ideally 75 or more accounts, with strong results in health, retention, and renewals.
• Comfort working within defined processes while still identifying ways to improve them.
• A strong analytical mindset with confidence using dashboards, metrics, and health indicators to guide action.
• Evidence of hitting or exceeding renewal goals and handling contract negotiations effectively.
• Exposure to scaled customer engagement methods such as webinars, 1:many programmes, and automated touchpoints.
• Strong organisation and prioritisation skills, with the ability to juggle competing demands reliably.
• Excellent communication skills and the ability to adapt messaging for different audiences.

Working Style

• Heidi values building for safety and reliability so customers and teams can depend on what is delivered.
• Ideas are expected to stand on merit, with shared responsibility for quality and standards.
• The company aims to move quickly without compromising trust or dependability.
• Feedback, support, and shared learning are central to how teams help one another improve.

Benefits and Perks

• Office-based setup designed for collaboration with peers.
• Medical, dental, and vision benefit options.
• 401(k) plan with a 3% employer match.
• Personal development budget of $500 per year.
• Equity ownership opportunity through company shares.
• Chance to contribute to a global healthtech company with meaningful impact.
• Opportunity to accelerate your career in a startup environment.

Equal Opportunity

Heidi is committed to building an equitable, inclusive, and supportive workplace. The company welcomes applicants from all backgrounds and aims to promote opportunity for everyone.

Additional Information

This role is based in Toronto, Ontario, Canada and is an onsite full-time position. No salary, stipend, number of openings, or start date were specified in the source information.