Customer Success Associate

About the role

Heidi is looking for a Customer Success Associate to join its global team supporting small‑ and mid‑size healthcare practices. You will be the first human contact for clinicians using Heidi’s AI Care Partner, helping them get up to speed and turn early confusion into confidence.

Key responsibilities

• Respond to inbound queries from SMB customers across time zones via a shared email inbox, ensuring fast and accurate answers.
• Collaborate with support and product teams to resolve complex issues that require multiple hands.
• Deliver one‑to‑one training sessions and proactive coaching to clinicians to maximise the value they receive from the platform.
• Identify moments when users become confident and replicate those success patterns.
• Share insights and best practices with colleagues worldwide to continuously improve the service motion.

Required profile

• Professional experience working in a clinic, hospital or a closely related healthcare environment.
• Deep understanding of the daily pressures faced by general practitioners and hospital doctors.
• Enthusiasm for building a new customer‑success playbook from the ground up.
• Strong communication skills and a proactive, problem‑solving mindset.

Required skills

What we offer

• Opportunity to shape a customer‑success function in a fast‑growing AI‑driven health‑tech company.
• Work with a diverse, follow‑the‑sun team spanning South Africa, the Philippines, Mexico and more.
• Impact on millions of patient visits worldwide.