{"id":1234011,"url":"https://alion.io/job/heidi-customer-success-manager-west","title":"Customer Success Manager, West","company":{"id":11695,"name":"Heidi","domain":"heidihealth.com","url":"https://alion.io/company/heidi","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":79,"open_postings":6,"ghost_share":0,"stale_share":0.833,"repost_share":0,"time_to_fill_p50_days":23,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":76000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":36},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Canva","optional":false},{"name":"Figma","optional":false},{"name":"HubSpot","optional":false}],"status":"live","first_seen_at":"2026-08-31T19:07:35Z","employer_posted_date":"2026-08-31","last_verified_at":"2026-10-21T06:11:02Z","board_verified":true,"closed_at":null,"days_open":50,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":50},"description":"Who We Are\nHealthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible.\nWe exist to double healthcare's capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages.\nFounded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare.\nBacked by nearly $100 million in total funding, Heidi is expanding across the USA, UK, Canada, and Europe, partnering with major health systems including the NHS, Beth Israel Lahey Health, MaineGeneral, and Monash Health, among others.\nWe move quickly where it matters and stay grounded in what's proven, shaping healthcare's next era. Ready for the challenge?\nJob Summary\nWe're seeking a strategic and relationship-focused Customer Success Manager with 3-5 years of experience to manage our portfolio of mid-market healthcare organisations. In this role, you'll own 20-30 accounts (30-250 users each), building multi-stakeholder relationships from clinical users to operational leadership.\nYou'll design and execute customised success plans, leverage data analytics to drive adoption, and guide customers through organisational change while identifying expansion opportunities and ensuring renewals. This role requires a balance of strategic thinking and hands-on execution-you'll run pilots, lead implementations, conduct QBRs, and drive measurable outcomes.\nSuccess in this role means strong customer health scores, successful pilots that convert to full deployments, high adoption rates, and consistent renewal and expansion performance across your portfolio.\nKey Responsibilities\nDevelop and Execute Strategic Success Plans\nCreate account-specific success plans aligned with customer business objectives, maintaining detailed customer profiles and actionable plans across your entire book of business.\n\nBuild and maintain success plans that explicitly map goals → metrics → milestones, reviewed with customers at predictable cadences.\n\nConduct high-quality QBRs and value reviews that quantify outcomes, surface risks, and drive alignment with customer stakeholders.\n\nEnsure no accounts stall-every account always has a next action, forecast, and clear owner.\n\nBuild and Manage Multi-Stakeholder Relationships\nManage diverse mid-market stakeholder groups by clarifying goals, roles, and adoption expectations across operational and clinical layers.\n\nInfluence senior stakeholders with confidence, distilling clinical/operational complexity into simple decision frameworks.\n\nAnticipate misalignment weeks in advance by reading behavioural signals, usage patterns, and meeting dynamics.\n\nDemonstrate the ability to \"reset\" or recalibrate adoption expectations without escalation when needed.\n\nLead Pilots and Implementations\nBuild actionable rollout plans with milestones, training waves, and readiness checks for mid-market deployments.\n\nManage pilots with precision-scope, timeline, success criteria, and debriefs are always explicit and aligned.\n\nUse playbooks and templates to ensure consistency across accounts while adapting for specific customer contexts.\n\nProduce rollout plans that clearly articulate milestones, owners, training schedules, and risk checkpoints.\n\nDrive Data-Informed Customer Strategy\nInterpret usage depth, workflow adherence, and risk indicators to prioritise actions across your portfolio.\n\nQuickly convert raw usage and workflow signals into clear interpretations: what's working, what's not, and why it matters.\n\nProduce simple, high-signal narratives for QBRs or executive conversations that influence strategic direction.\n\nProvide internal teams with portfolio-level insights that influence product and GTM strategy.\n\nLead Change Management\nGuide customers through workflow changes, product updates, and organisational transitions by clearly communicating the \"why\" and ensuring smooth adoption across diverse user groups.\n\nApply structured reinforcement: training waves, competency checks, coaching sessions.\n\nAdjust rollout based on real-time adoption signals, constraints, and operational realities.\n\nOwn Renewals and Expansion\nProactively manage the end-to-end renewal process, building compelling value narratives backed by outcome data.\n\nBuild expansion hypotheses with supporting evidence: usage depth, stakeholder pull, and business outcomes.\n\nPartner with Sales to co-develop expansion plans that feel natural, customer-centric, and timely.\n\nMake decisions that protect revenue through proactive risk management and strategic account planning.\n\nCollaborate Cross-Functionally\nFacilitate smooth handovers between Sales → Implementation → Adoption → Renewal.\n\nAdvocate for customer needs with clarity, evidence, and prioritisation.\n\nDrive internal alignment during critical rollouts or escalations.\n\nContribute to playbooks, process improvements, and internal knowledge sharing.\n\nWork with Customer Success Associates who support your accounts, providing clear direction and feedback.\n\nRequired Qualifications\n3-5 years in a customer success or account management role at a B2B SaaS company, managing mid-market accounts.\n\nProven experience building relationships with senior stakeholders (clinical leaders, operations managers, practice owners).\n\nStrong analytical skills with experience using data platforms to drive insights and inform customer strategy.\n\nTrack record of meeting/exceeding renewal and expansion targets in multi-stakeholder environments.\n\nExperience leading pilots, implementations, or rollouts with multiple stakeholder groups.\n\nExcellent communication skills (written and verbal) with ability to tailor messaging to different audiences.\n\nExperience conducting QBRs, business reviews, or strategic account planning.\n\nBonus Qualifications\nExperience in healthcare SaaS or familiarity with clinical workflows and healthcare operations.\n\nExperience presenting ROI analyses and business cases to operational or executive stakeholders.\n\nExperience with CRM platforms (HubSpot preferred) and data analysis tools (Omni or similar).\n\nFamiliarity with change management methodologies or frameworks.\n\nPrevious experience in a startup or 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