Customer Success Manager in Vancouver

Healthcare 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. We 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.

Founded 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. Backed 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.

We'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.

Key Responsibilities:

• Develop and Execute Strategic Success Plans
• Create account-specific success plans aligned with customer business objectives, maintaining detailed customer profiles and actionable plans across your entire book of business.
• Conduct high-quality QBRs and value reviews that quantify outcomes, surface risks, and drive alignment with customer stakeholders.
• Ensure no accounts stall—every account always has a next action, forecast, and clear owner.
• Build and Manage Multi-Stakeholder Relationships
• Manage diverse mid-market stakeholder groups by clarifying goals, roles, and adoption expectations across operational and clinical layers.
• Influence senior stakeholders with confidence, distilling clinical/operational complexity into simple decision frameworks.
• Lead Pilots and Implementations
• Build actionable rollout plans with milestones, training waves, and readiness checks for mid-market deployments.
• Drive Data-Informed Customer Strategy
• Interpret usage depth, workflow adherence, and risk indicators to prioritise actions across your portfolio.
• Own Renewals and Expansion
• Proactively manage the end‑to‑end renewal process, building compelling value narratives backed by outcome data.
• Collaborate Cross‑Functionally
• Facilitate smooth handovers between Sales → Implementation → Adoption → Renewal.

Required Qualifications:

• 3-5 years in a customer success or account management role at a B2B SaaS company, managing mid‑market accounts.
• Proven experience building relationships with senior stakeholders (clinical leaders, operations managers, practice owners).
• Strong analytical skills with experience using data platforms to drive insights and inform customer strategy.
• Track record of meeting/exceeding renewal and expansion targets in multi‑stakeholder environments.
• Excellent communication skills (written and verbal) with ability to tailor messaging to different audiences.

Bonus Qualifications:

• Experience in healthcare SaaS or familiarity with clinical workflows and healthcare operations.
• Experience presenting ROI analyses and business cases to operational or executive stakeholders.
• Familiarity with change management methodologies or frameworks.