Customer Success Associate at Heidihealth.com.au

WHO WE ARE Healthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible. We exist to double healthcare's capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages. Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare. Backed by nearly $100 million in total funding, Heidi is expanding across the USA, UK, Canada, and Europe, partnering with major health systems including the NHS, Beth Israel Lahey Health, MaineGeneral, and Monash Health, among others. We move quickly where it matters and stay grounded in what's proven, shaping healthcare's next era. Ready for the challenge?     JOB SUMMARY We're seeking an organised, curious, and customer-focused Customer Success Associate with 1-2 years of experience to support our Customer Success team in delivering exceptional outcomes for healthcare organisations. You'll partner closely with Customer Success Managers and Implementation Specialists across all segments—SMB, Mid-Market, and Enterprise—to bring Heidi to life for clinicians, ensuring smooth onboarding, strong adoption, and ongoing success. This is an entry-level role with significant growth potential in a fast-scaling healthtech startup. You'll play a critical support role in helping clinicians embrace Heidi as their AI Care Partner, combining operational excellence with empathy and precision. You'll manage implementation tasks, deliver engaging training sessions, monitor adoption, and contribute to building scalable processes—all while learning from experienced CSMs and setting yourself up for career progression.     KEY RESPONSIBILITIES IMPLEMENTATION & CUSTOMER READINESS EXECUTION - Partner with CSMs and Implementation Specialists to manage onboarding tasks, track milestones, and ensure customers are set up for success across all segments (SMB, Mid-Market, Enterprise). - Follow established playbooks with precision whilst proactively flagging blockers early and providing clear next steps. - Ensure meetings, agendas, and materials are prepared ahead of time for customer interactions. - Track implementation tasks accurately and update timelines as needed, maintaining momentum through clear follow-up and documentation. - Support implementation kick-off calls by contributing to training and onboarding segments. PRODUCT TRAINING & ENABLEMENT DELIVERY - Run engaging training sessions for clinicians and operational staff that are clear, practical, and confidence-building. - Create and refine enablement materials (guides, videos, templates) that make Heidi intuitive and rewarding to use. - Adapt training delivery for different user personas, specialties, and levels of technical confidence. - Ensure customers feel empowered, not just informed—training should drive genuine adoption. - Deliver portions of enterprise training sessions (e.g., setup, workflows, Q&A) alongside Implementation Specialists. ADOPTION MONITORING & SUPPORT - Monitor usage data, adoption metrics, and customer feedback to identify trends, wins, and risks. - Collaborate with CSMs and customers to reinforce positive behaviours, address barriers, and translate insights into actionable improvements. - Identify where additional training or reinforcement is needed and execute follow-up enablement. - Support clinicians post-go-live to ensure confidence and sustained usage. OPERATIONAL EXCELLENCE & PROCESS DISCIPLINE - Maintain pristine documentation, follow repeatable workflows with consistency, and keep internal systems (HubSpot, project boards, notes) up to date. - Perform tasks with minimal rework, ensuring CSMs and customers experience frictionless execution. - Identify process gaps and friction points, then propose and implement practical solutions. - Help build templates, automation ideas, and standardised workflows that increase team scalability and quality. CSM PARTNERSHIP & DELIVERY SUPPORT - Free CSMs to focus on strategic conversations by handling tactical execution flawlessly. - Anticipate CSM needs, prepare materials and insights ahead of time, and provide helpful context to support customer meetings. - Operate as a trusted extension of the CSM, elevating the overall customer experience. - Take ownership of assigned tasks through to completion without reminders. ISSUE TRIAGE & CONTEXT GATHERING - Detect issues early and capture detailed logs, behaviors, and steps to reproduce. - Provide structured, complete handovers to CSMs, Support, or Product to accelerate resolution. - Spot patterns and surface recurring issues proactively to reduce noise and improve efficiency. - Minimize back-and-forth by providing clear summaries and routing correctly the first time. REQUIRED QUALIFICATIONS - 1-2 years of professional experience in customer-facing, operational, or project coordination roles (customer success, account management, operations, project management, or similar). - Strong organizational skills with proven ability to manage multiple priorities, maintain structure, and ensure nothing slips through the cracks. - Excellent communication skills—can engage confidently with customers, explain complex concepts simply, and adapt style for different audiences. - Customer-focused mindset with genuine care for helping people succeed and improving their experience. - Proactive and action-oriented—anticipates needs, spots problems early, and takes initiative without waiting for direction. - Comfortable with technology and quick to learn new tools; basic proficiency with CRMs (e.g., HubSpot, Salesforce) and presentation software. - Process-oriented with attention to detail—executes workflows consistently and identifies opportunities for improvement. - Team player who thrives in a collaborative, fast-paced environment and contributes to collective success. BONUS QUALIFICATIONS - SaaS or tech industry experience, particularly in customer success, implementation, or onboarding roles. - Healthcare background or familiarity with clinical workflows and how clinicians work. - Experience delivering training, workshops, or enablement sessions to diverse audiences. - Exposure to data analysis or usage reporting (e.g., building dashboards, tracking adoption metrics). - Previous experience in a startup or high-growth environment. - Interest in AI and emerging technologies in healthcare. - Experience with tools like Intercom, Stripe, Gong, or data visualization platforms.