Customer Success Manager Job at Heidi

Customer Success Manager

Heidi

Location:
South Africa

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As a Customer Success Manager at Heidi Health, you’ll be the bridge between technology and care - helping hospitals, clinics, and clinicians across South Africa adopt and love Heidi. You’ll manage the full customer journey for both public and private hospital deployments, ensuring seamless implementation, strong clinician engagement, and measurable impact on patient care. This role is ideal for someone with a medical background (e.g. former doctor, nurse, or allied health professional) who’s excited to drive digital transformation in healthcare.

Job Responsibility:

Own customer outcomes: Be the strategic partner for a portfolio of Heidi’s customers, ensuring they achieve measurable success and realise value
Lead onboarding & training: Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows
Track and improve metrics along customer journey like time-to-first-value and early activation
Drive strategic adoption: Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians
Enhance Retention & Growth: Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement
Customer advocacy: Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins
Continuous engagement: Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies. Think and act strategically to scale your impact
Resolve operational blockers: Collaborate with product, engineering, and support teams to ensure a smooth customer experience
Feedback insights: Gather and share insights to influence product development and feature prioritisation

Requirements:

2+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle
Clinical background (e.g. medicine, nursing, or allied health) strongly preferred
Familiarity with South Africa’s healthcare ecosystem (both public and private)
Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams
Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality
Self-starter with a bias for action, comfortable navigating fast-paced and ambiguous environments
Languages: English required
Afrikaans, isiXhosa, Zulu, or Sotho fluency is a strong plus given our diverse clinician base

Nice to have:

Afrikaans, isiXhosa, Zulu, or Sotho fluency is a strong plus given our diverse clinician base
Attitude is more important than experience - if you are hungry, competitive, and motivated, with a knack for problem solving and relationship-building, we want to hear from you

What we offer:

Additional paid day off for your birthday and wellness days
A generous personal development budget of $500 per annum
Learn from some of the best engineers and creatives, joining a diverse team
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

Additional Information:

Job Posted:
February 18, 2026

Employment Type:

Fulltime

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