Customer Success Associate

Location London, United Kingdom Employment Type Full time Department Customer Success Who are Heidi? Heidi is on a mission to halve the time it takes to deliver world-class care. We believe that by 2050, every clinician will practice alongside AI systems that reduce admin, improve clinical quality, and increase access. Heidi is one of the first real examples of that future - already live, already trusted, and already changing lives. Built by clinicians, for clinicians, we’re a team of doctors, engineers, designers, and operators. We’ve supported over 20 million consults globally and now power more than 2 million consults every week. Following a recent $16.6M USD raise, we’re scaling fast across Australia, the UK, and North America. Our free AI medical scribe is already used by thousands of clinicians - and now we’re looking for someone to help turn that momentum into something bigger. The Role We’re hiring a proactive, empathetic, and execution-focused Customer Success Associate to support the onboarding and training of our SMB customer groups in the UK. Based in our London office, you’ll be at the heart of ensuring clinicians not only adopt Heidi, but truly embed it into their daily practice. Heidi is already in the hands of clinicians across the UK. They’re using it every day to transform how they deliver care. The product is proven, the feedback is strong, and demand is growing. Now, the challenge is to ensure every new customer gets the right support to go from “signed up” to “seeing impact” quickly and seamlessly. You’ll work closely with the SMB Customer Success Manager and operate across a diverse and evolving customer base: GP practices, specialist clinics, outpatient providers, and digital-first healthcare groups. Many clinicians will already have encountered Heidi through peers, partnerships, or word of mouth. Your task will be to engage those teams, deliver clear onboarding pathways, and provide training that empowers them to unlock Heidi’s full value. We’re entering the next stage of growth in SMB customer success - moving from one-off wins to a repeatable playbook that ensures every customer feels supported, heard, and delighted. You’ll be central to building that consistency, while also helping us refine and scale the frameworks that underpin it. This is an ideal role for someone who thrives in a fast-moving, early-stage environment, but who also wants the reassurance that the fundamentals are already in place: proven product-market fit, strong adoption signals, and a clear appetite for expansion. You’ll be the first touchpoint for customers - and the bridge that ensures they stay, grow, and become champions of Heidi. What you’ll be doing The Customer Success Associate will be a trusted partner for our SMB customers, guiding them from their very first interaction with Heidi through to successful adoption of our platform. You’ll ensure customers feel supported, empowered, and set up for long-term success. From account setup and tailored training to quarterly check-ins, you’ll deliver a world-class onboarding experience while acting as the customer’s voice within our team. Your key responsibilities will include: Onboarding & Training Lead new customer onboarding, ensuring smooth account setup and configuration. Deliver engaging training sessions and office hours that help customers quickly realise value from Heidi. Provide clear resources, guides, and proactive support to drive customer confidence and independence. Customer Advocacy Serve as the first point of contact, building strong relationships with SMB customers. Gather feedback, surface insights, and advocate for customer needs with internal teams to help influence the evolution of our product roadmap. Drive Adoption & Engagement Monitor customer activation metrics and ensure adoption milestones are met. Identify at‑risk accounts early and partner with customers to resolve blockers. Track and analyse customer usage data to recommend best practices and opportunities for deeper engagement. Retention & Success Facilitate quarterly business reviews to showcase value, align on goals, and drive retention. Develop long‑term relationships that result in satisfied, loyal customers. Process Improvement & Playbook Development Support the creation and iteration of customer success playbooks, frameworks, and collateral. Continuously look for opportunities to improve efficiency and enhance the customer journey. This role could be a great fit if: You’re early in your operations/customer success career but have already shown strong ownership, work ethic, and operational instinct You’ve worked in customer success/operations, implementation or other high-volume, high-autonomy environments You’re highly organised and can confidently manage multiple accounts and competing priorities, while maintaining attention to detail and quality You have a customer-centric mindset and are motivated to ensure customers feel supported, valued and are setup for success You have an analytical mindset - you’re comfortable diving into data to understand customer behavior, identify patterns, and spot opportunities for improved activation, adoption and retention You’re naturally curious and enjoy problem solving - you spot gaps in the process and help fix them You have a bias for action - you’re unafraid to get your hands dirty in an extremely fast paced environment to help solve different challenges and priorities You want to build something that matters, and are hungry to learn alongside people who’ve done it before You’re excited by a market that’s ambiguous and evolving - where success comes from listening closely, testing constantly, and learning fast Other things to know We’re almost always in-person, based in our London office Experience in healthcare is great, but not required Familiarity with AI and LLMs is a plus, but not required At Heidi, we value drive and a passion for learning. If you don't meet every requirement but are excited about the role, we encourage you to apply. We want individuals who are eager to grow with us. Why join Heidi Unmatched learning curve: You’ll gain hands‑on experience across a broad customer base — learning how to onboard diverse clinical teams, navigate the complexities of healthcare workflows, and help shape the playbooks that define how we scale customer success at Heidi. Real product momentum: We’re not trying to generate interest, we’re channeling it Equity from day one: When Heidi wins, you win Backed to grow: £500 personal development budget + wellness days + paid birthday off Team you’ll learn from: Work directly with operators who’ve scaled unicorns #J-18808-Ljbffr