Customer Success Manager (SMB)

We’re Heidi. We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. In just 18 months, our clinical AI products have absorbed the administrative chaos of 73 million patient visits. Today, we support over 2.5 million patient sessions a week across 190+ countries. 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 healthcare capacity 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. If you don’t choose easy and you want to build something way bigger than yourself then, choose the challenge, choose Heidi. The role We're hiring a commercially astute SMB Customer Success Manager to lead the end-to-end lifecycle for our SMB customers. Based in Sydney or Melbourne, you'll own a portfolio of a large number of clinics, practices, and small healthcare organisations (under 250 users each), serving as a trusted partner who supports deployment, drives measurable clinical and operational outcomes, and expands Heidi's footprint across your book. You'll work closely with Implementation Specialists and Account Executives from pre-sales through to long-term value realisation, balancing relationship-building with hands-on execution.   What you’ll do - Own the SMB lifecycle: Lead the full customer relationship from pre-sales scoping and pilot design through implementation, adoption, expansion, and renewal. Build success plans that map customer goals to measurable clinical and operational outcomes. - Build stakeholder relationships: Earn trusted relationships across practice owners, practice managers, clinical leads, and administrative staff. Tailor your engagement to what each stakeholder cares about. - Support rollouts: Drive efficient implementations with clear plans and cross-functional coordination. Support workflow change through structured reinforcement: training sessions, competency checks, and coaching. - Engage in pre-sales and pilots: Work alongside Account Executives and Implementation Specialists to shape deployment approach, scope pilots for success, and run customer-facing demos when needed. - Translate data into action: Synthesise usage and outcome metrics into clear narratives. Adjust depth and style for practice owners, clinicians, and admin audiences. Use data to decide where to intensify training, redesign workflow, or expand. - Own commercial outcomes: Lead renewal conversations with strong value narratives. Identify and execute expansion opportunities backed by adoption maturity and outcome data. Partner with AEs to close. - Prove value: Build evaluation frameworks for pilots and rollouts grounded in clinical and operational KPIs. Use outcome data to shape value narratives that strengthen commercial positioning. - Orchestrate cross-functionally: Provide concise, complete context to Product, Engineering, Implementation, GTM, and Support. Surface risk early, drive decisions during ambiguity. - Contribute to the playbook: Help build the frameworks, tools, and ways of working that turn SMB programmes into scalable, repeatable rollouts.   What you'll need - Experience: 2+ years in SaaS customer success or client-facing roles, ideally with some exposure to SMB or mid-market accounts (under 250 users). - Full-lifecycle ownership: Some track record across scoping, implementation, adoption, expansion, and renewal — comfortable owning the whole relationship even in smaller, less complex environments. - Relationship-building: Builds trusted relationships with practice owners, clinical leads, and administrative stakeholders. Ear