Customer Success Manager, Mid-Market - Expression of Interest

At Heidi AI, a company dedicated to enhancing healthcare through AI-powered solutions, the Customer Success Manager role focuses on supporting mid-market healthcare organizations. The team works to strengthen human connections in healthcare by partnering with clinicians and health systems globally. This position is based onsite in New York and is part of the Go-To-Market and Success team, contributing to the company's mission to improve care continuity and capacity.

The Customer Success Manager will manage a portfolio of 20-30 accounts, each with 30-250 users, building relationships across clinical and operational stakeholders. Daily responsibilities include designing tailored success plans, leading pilot programs and implementations, conducting quarterly business reviews, and using data analytics to drive adoption and retention. The role requires balancing strategic planning with hands-on execution to ensure customer satisfaction and growth.

Candidates should have 3-5 years of experience in customer success or account management within B2B SaaS, particularly managing mid-market or complex accounts. Strong skills in stakeholder engagement, data-driven decision-making, and change management are essential. The role involves collaborating cross-functionally to align sales, implementation, and renewal processes, and it demands proactive account growth and risk management strategies.