Customer Success Manager Job at Heidi (New York)

Customer Success Manager

Heidi

Location:
United States , New York

Category:
Customer Service

Contract Type:
Not provided

Salary:

95000.00 - 115000.00 USD / Year

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Job Description:

We're seeking a customer-focused and operationally excellent Customer Success Manager with 2-4 years of experience to manage our growing portfolio of small and medium-sized healthcare practices. In this role, you'll own 100-150 accounts (each with fewer than 30 users), driving consistent onboarding experiences, proactive health monitoring, and renewal success. You'll work within established playbooks while continuously refining them, ensuring our SMB customers realise value quickly and remain engaged long-term. This is a high-volume role that requires exceptional organisation, data-driven prioritisation, and the ability to deliver scaled engagement without sacrificing quality. You'll own the complete customer lifecycle—from onboarding to activation, adoption, expansion, and renewal—using early usage signals to intervene quickly when adoption or momentum dips. Success in this role means high activation rates, healthy customer portfolios, and strong renewal performance.

Job Responsibility:

Execute Efficient Onboarding at Scale
Monitor and Maintain Customer Health
Drive Product Adoption
Own Renewals and Identify Expansion Opportunities
Follow and Improve Playbooks
Deliver Scalable Communication
Collaborate Cross-Functionally

Requirements:

2-4 years of experience in a customer success role at a SaaS company, with proven ability to own the full customer lifecycle
Experience managing a high-volume book of business (75+ accounts) with a strong track record of customer health scores, renewals, and retention
Demonstrated ability to work within established processes while identifying improvement opportunities
Data-driven approach to customer health monitoring and prioritisation—comfortable using dashboards and metrics to guide decisions
Proven track record of meeting/exceeding renewal targets and managing contract negotiations
Experience with scalable customer engagement strategies (1:many programmes, webinars, automated touchpoints)
Strong organisational skills and ability to manage competing priorities without dropping balls
Excellent communication skills—can engage confidently with customers and adapt style for different audiences

What we offer:

A generous personal development budget of $500 per annum
Learn from some of the best engineers and creatives, joining a diverse team
Become an owner, with shares (equity) in the company
The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups
If you have an impact quickly, the opportunity to fast track your startup career
Help us reimagine primary care and change the face of healthcare in Australia and then around the world

Additional Information:

Job Posted:
February 17, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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