Heidi Health is hiring a driven Scaled Customer Success Manager. This role offers a unique opportunity to build a career in Customer Success, starting by providing critical operational support and rapidly evolving into a dedicated Customer Success Manager for our accounts. We design user experiences for joy and ship them fast, making decisions in a flat hierarchy that prioritizes the truth.

What You'll Do

Start by providing essential Customer Success support, handling crucial back-office tasks and automating manual account setups.
Efficiently pull and format usage data reports and compile data for renewals value showcases.
Manage HubSpot tasks and ensure inbound customer requests are monitored and routed correctly.
Work closely with our global Customer Success teams across Australia, the UK, and the US to ensure seamless operations.
Rapidly evolve to manage a dedicated portfolio of accounts, executing our scalable engagement approach.
Lead the onboarding process for new clients and track activation milestones through scalable methods.
Deliver engaging trainings, workshops, and manage all direct communications including virtual calls.
Proficiently handle renewals using our established framework and ensure ongoing success through comprehensive post-onboarding account management.
Manage 50+ accounts while reporting to our regional Customer Success leaders.
Drive onboarding, adoption, and expansion through scalable, automated digital strategies.
Monitor customer health scores and proactively intervene when needed.
Conduct targeted outreach campaigns based on usage patterns and lifecycle stage.
Analyse customer usage data to identify adoption patterns and expansion opportunities.
Track and report on key metrics: ARR, activation, and ongoing adoption.
Use predictive analytics to identify at-risk accounts and growth opportunities.
Build and use dashboards to optimise digital engagement strategies and identify automation opportunities.
Conduct high-impact virtual meetings with key accounts and lead customer webinars, training sessions, and office hours.
Manage renewal conversations, identify expansion opportunities, and escalate complex issues while maintaining relationships.

What We're Looking For

3-5+ years as a Customer Success Manager or in a direct customer-facing Customer Success role within a high-growth SaaS company.
Proven track record of working with a large, digitally managed customer base.
Experience leveraging automation tools.
Proficiently using CRM software (e.g., HubSpot).
Excellent communication and customer-facing skills.
Proven ability to engage effectively with customers through onboarding, training sessions, webinars, and ongoing support.
Adept at building rapport and clearly conveying complex information.
Highly organised and detail oriented, capable of managing multiple priorities effectively.
A proactive and analytical self-starter who can monitor data, identify trends, and flag potential issues.
Eager to learn proactive customer engagement strategies.
A collaborative and growth-oriented person who works effectively with cross-functional, global teams.
Demonstrates a strong drive to learn, adapt, and take on increasing responsibility.

Technical Stack

HubSpot

Team & Environment

You will report to regional Customer Success leaders.

Benefits & Compensation

Flexible remote work.
Additional paid day off for your birthday and wellness days.
Discounted corporate gym memberships.
A generous personal development budget of $500 per annum.
Learn from a diverse team of expert engineers and creatives.
Become an owner, with shares (equity) in the company.
The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups.