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
We are hiring a commercially driven Mid-Market Customer Success Manager to own a portfolio of approximately 50 accounts and a ~£2.5M ARR book of business across UK mid-market healthcare organisations.
This is a full-ownership commercial role. You will carry an ambitious quota covering NRR, renewal, and expansion, manage your own pipeline, forecast accurately, and work in close partnership with Account Executives to grow your book. You are not a support function - you are a revenue owner.
The right person for this role has thrived in a high-volume, multi-product SaaS environment where they were expected to carry a real number, manage pipeline with rigour, and proactively position multiple SKUs to existing accounts. You are energised by working across a large portfolio simultaneously, you spot commercial signals early, and you know how to move an account from adoption to expansion without waiting to be asked.
What you'll do
Own your commercial pipeline
- Carry and forecast a renewal and expansion pipeline across your full portfolio. Hit your number.
- Build and maintain expansion hypotheses for every account - backed by usage depth, adoption maturity, and stakeholder readiness - and convert them into revenue.
- Position the full Heidi product suite proactively to existing accounts, identifying the right SKU fit and sequencing multi-product conversations with confidence.
- Partner closely with your aligned Account Executives on upsell and cross-sell: bring the account context, co-develop the commercial approach, and close together.
- Manage renewal processes end to end - from early risk identification through negotiation and signature - without defaulting to your AE for the hard conversations.
Manage a high-volume portfolio with rigour
- Own approximately 50 accounts simultaneously. Operate with a clear prioritisation model that keeps at-risk accounts protected, healthy accounts growing, and no account left unattended.
- Maintain accurate account health data, forecasts, and pipeline in HubSpot. Your book should be readable by anyone on the team without a briefing from you.
- Build and execute account-specific success plans that map customer goals to measurable outcomes, reviewed at predictable cadences.
- Run high-quality QBRs that quantify value delivered, surface the next commercial opportunity, and create exec-level alignment.
Drive adoption and outcomes
- Take accounts from pilot through full deployment, leading implementation coordination, training waves, and clinical workflow integration.
- Use usage data and adoption signals to intervene early - before a customer knows they have a problem. Translate data into clear, customer-rea