Customer Success Manager

Heidi

The Role

As a Customer Success Manager at Heidi Health, you ll be the bridge between technology and care - helping hospitals, clinics, and clinicians across the Middle East adopt and love Heidi.

You ll manage the full customer journey for both public and private hospital deployments, ensuring seamless implementation, strong clinician engagement, and measurable impact on patient care.

This role is ideal for someone with a medical background (e.g. former doctor, nurse, or allied health professional) who s excited to drive digital transformation in healthcare.

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.

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