Customer Success Manager, DACH

We’re Heidi. We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. Our platform has absorbed the administrative chaos of 175 million patient visits and supported 67 million clinical hours. Today, we support 2.8 million patient sessions a week across 190+ countries, in 110 languages and over 200 specialties. 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 capacity for care 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. We’ve grown annual recurring revenue from $1 million to $50 million in two years. To go further, we’ve secured US$340 million: a $100 million Series C led by Blackbird, with Phoenix Court, Point72 Private Investments and Headline, alongside a $240 million growth investment led by General Catalyst’s Customer Value Fund. If you want to join us in doing work worth shipping, jump in. The role As a Customer Success Manager at Heidi Health, you’ll be the bridge between technology and care - helping hospitals, clinics, and clinicians across Germany 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. What you’ll do 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. What you'll need 2+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle A romantic streak about software. You believe great products can transform someone's day. Familiarity with Germany’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. Passion for AI, shown through hands-on building, prototyping, or side projects. You default to building over requesting. You're confident in yo