Customer Success Manager GCC

Job Description

Who Are Heidi

The Role

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 We’re Looking For

• Native or professional Arabic and English language skills are a must,
• 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 the GCC’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.
• What do we believe in?
• Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world’s health demands it.
• We believe in progress built through precision, pace, and ownership.
• Live Forever - Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters.
• Practice Ownership - Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character.
• Small Cuts Heal Faster - Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on.
• Make others better - Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output.
• Our mission is clear: expand the world’s capacity to care, and do it without losing the humanity that makes care worth delivering.
• Why you will flourish with us 🚀?
• 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 the world’s leading healthtech startups
• If you have an impact quickly, the opportunity to fast track your startup career!

Job Details

About The Company

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