Enterprise Customer Success Manager

We're Heidi.

We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. Our platform has absorbed the administrative chaos of 175 million patient visits and supported 67 million clinical hours. Today, we support 2.8 million patient sessions a week across 190+ countries, in 110 languages and over 200 specialties.

Healthcare systems are failing us; clinicians spend more time on documentation than on patients, and the human connection that makes medicine worth practicing is eroding. Our mission is simple: double the world’s capacity for care and strengthen the human connection at its heart.

We found product-market fit with a freemium medical scribe that clinicians love. Now, we're expanding. Every task a clinician hands to Heidi is a patient who feels more attended to, a health system unclogged, and a clinician who gets to be a clinician again.

We’ve grown annual recurring revenue from $1 million to $50 million in two years.

To go further, we’ve secured US$340 million: a $100 million Series C led by Blackbird, with Phoenix Court, Point72 Private Investments and Headline, alongside a $240 million growth investment led by General Catalyst’s Customer Value Fund.

If you want to join us in doing work worth shipping, jump in.

The Role

We are hiring a strategic Enterprise Customer Success Manager to serve as the senior accountable lead for our most complex NHS and private health system accounts in the UK and Ireland.

This is not a relationship management role. You will act as a strategic consultant to executive decision-makers inside NHS trusts and health networks, shaping deployment strategy, driving clinical and operational decisions, and building the internal organisational will to adopt and expand. At the same time, you will orchestrate a cross-functional delivery team of Implementation Specialists, Clinical Associates, Account Executives, and Forward Deployed Engineers, keeping internal execution aligned to what you have committed to on the ground.

You will own a portfolio of 10 to 15 large NHS trusts or strategic health organisations (250+ users each), leading the full lifecycle from pilot design through implementation, adoption, expansion, and renewal.

What you'll do

Act as a strategic consultant to executive stakeholders

• Lead executive-level engagements with CIOs, CMOs, COOs, and clinical directors. Shape the customer's thinking on deployment strategy, change approach, and long-term value, not just report on progress.

• Build the internal organisational case for adoption by helping executives understand what good looks like, what is blocking it, and what decisions are theirs to make.

• Adapt your advisory style fluently across frontline clinicians, operational managers, IT leads, and board-level executives.

Orchestrate the internal delivery team

• Serve as the accountable lead for the cross-functional pod assigned to your accounts: Implementation Specialists, Clinical Associates, Account Executives, and Forward Deployed Engineers.

• Translate executive commitments into clear delivery briefs. Hold the team accountable to outcomes without line authority.

• Surface risk early, resolve internal ambiguity, and keep Product, Engineering, and Support properly informed so they can act when needed.

Lead multi-site NHS rollouts

• Drive sophisticated, multi-wave implementations with formal governance structures, clinical change management, and cross-site coordination.

• Design and oversee structured adoption programmes: training waves, competency assessments, workflow reinforcement, and coaching delivered in partnership wi