Customer Success Manager, SMB

Heidi is an innovative company focused on improving healthcare through AI technology. The Customer Success Manager, SMB role involves ensuring high-quality onboarding, monitoring customer health, driving product adoption, and managing renewals and expansion opportunities.

Responsibilities:

• Execute Efficient Onboarding at Scale
• Deliver consistent, high-quality onboarding experiences across your book of business using established playbooks, ensuring customers reach first value quickly
• Track time-to-activation and activation rates across your portfolio, intervening early when customers aren't progressing
• Run engaging training sessions for clinicians and operational staff that drive genuine adoption, not just awareness
• Partner with Customer Success Associates to execute onboarding tasks efficiently while maintaining quality
• Monitor and Maintain Customer Health
• Proactively use data and health scores to identify at-risk accounts, address issues before escalation, and maintain high engagement across your portfolio
• Use dashboards and segmentation to prioritise accounts, detect early churn indicators, and trigger scaled interventions
• Balance automated and human touchpoints, using data signals to personalise outreach at scale
• Maintain a structured operating rhythm that ensures no accounts fall through the cracks
• Drive Product Adoption
• Conduct Heidi training sessions, ensure customers understand core workflows, and guide them toward deeper feature adoption that drives stickiness
• Identify patterns in low adoption and develop scalable interventions (office hours, refresher training, targeted outreach)
• Translate complex product capabilities into simple, practical guidance that busy clinicians can act on
• Own Renewals and Identify Expansion Opportunities
• Manage the renewal process end-to-end, building data-driven value narratives that demonstrate ROI
• Navigate contract nuances and negotiations with confidence, protecting revenue while maintaining customer relationships
• Identify expansion opportunities based on feature usage and behavioural triggers, partnering with Sales when appropriate
• Execute on expansion conversations, identifying when customers are ready for additional seats or products
• Follow and Improve Playbooks
• Operate within existing CSM frameworks with precision and consistency
• Actively contribute to playbook refinement, resource development, and process improvements—not just providing feedback, but implementing solutions
• Share what's working with the team and help codify best practices into scalable processes
• Deliver Scalable Communication
• Provide clear, empathetic support through efficient channels (email, in-app, webinars) that allow you to serve your entire book of business effectively
• Set clear expectations on scope, timelines, and responsibilities in a light-touch environment
• Know when to invest more time in high-potential or at-risk accounts and when to use scaled approaches
• Collaborate Cross-Functionally
• Partner with Product, Support, and Sales teams to resolve blockers, share customer insights, and ensure seamless customer experiences
• Work with Customer Success Associates who support your accounts, providing clear direction and feedback
• Escalate issues appropriately with complete context, minimising back-and-forth