Head of Customer Education

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 This is a once-in-a-lifetime opportunity! We’re hiring a Head of Customer Education to define and scale how healthcare organizations and providers around the world learn, adopt, and succeed with an AI Care Partner. Reporting to the Head of Customer Success this role sits at the intersection of customer experience, healthcare workflows, enablement, and commercial outcomes. You will work across Customer Success, Support, Product, Sales, and Clinical teams to build education programs that accelerate adoption, improve customer outcomes, support expansion opportunities, and help enterprise customers successfully operationalize Heidi at scale. This role spans a wide range of healthcare environments and specialties, including hospitals, emergency departments, veterinary, home health, allied health, physiotherapy, mental health, dental, specialist care, and more. To start, this is a hands-on player-coach role. You won’t just define the education strategy — you’ll help build the operating model, create scalable learning experiences, support strategic enterprise implementations, and develop a global training capability that grows with the business.   What you’ll do DEFINE CUSTOMER LEARNING AND ADOPTION STRATEGIES Partner with Customer Success, Product, Clinical, and Enterprise teams to define what successful onboarding, activation, adoption, and workflow integration look like across different healthcare settings and customer segments. BUILD SCALABLE EDUCATION PROGRAMS Create and continuously improve eLearning, onboarding pathways, certifications, workshops, videos, guides, and self-serve learning experiences that help customers realize value quickly and confidently adopt Heidi into daily clinical workflows. DEVELOP ENTERPRISE TRAINING PROGRAMS Work closely with Customer Success and Enterprise teams to build tailored education and rollout plans for strategic customers, supporting large-scale implementations, change management, workflow redesign, and long-term adoption success. DRIVE COMMERCIAL CUSTOMER OUTCOMES Help improve customer retention, expansion readiness, product utilization, and implementation success through effective education and operational enablement. Partner with customer-facing teams during strategic enterprise engagements where training and adoption are critical to success. BUILD AND MOBILIZE THE GLOBAL TRAINING NETWORK Manage and coordinate in-field trainers across geographies, including both contractors and full-time team members, ensuring customers receive high-quality and locally relevant training experiences globally. OWN EDUCATION OPERATIONS AND MEASUREMENT Establish success metrics, track education effectiveness and customer adoption, and build operational systems that help scale customer education efficiently as Heidi continues to grow globally. BE A BUILDER Get into the detail, test and iterate quickly, and turn ideas into practical systems and learning experiences