Customer Success Manager – SMB

Heidi Health

Customer Success Manager expanding Heidi’s AI healthcare platform across SMB clinics. Owning implementations, adoption, renewals, and growth across healthcare practices.

Posted 8/5/2026full-timeMelbourne • 🇦🇺 AustraliaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading the SMB customer lifecycle, focusing on implementation, adoption, and renewal while building trusted relationships with stakeholders. Proficient in using data to drive decisions and support workflow changes in clinical environments.

Highest-signal resume keywords

SaaS Customer SuccessImplementation ManagementRelationship BuildingData-Driven InsightsClinical Workflow Familiarity

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Lifecycle ManagementPilot DesignExpansion StrategiesRenewal ManagementKPI Evaluation Frameworks

Soft Skills

Communication AdaptabilityCoachingCross-Functional Coordination

Industry Keywords

SMB AccountsClinical OutcomesOperational OutcomesBehavior ChangeFrontline Clinicians

About the role

Key responsibilities & impact

Lead the full SMB customer lifecycle from pre-sales scoping and pilot design through implementation, adoption, expansion, and renewal
Build customer success plans linking customer goals to measurable clinical and operational outcomes
Develop trusted relationships with practice owners, practice managers, clinical leads, and administrative staff
Drive efficient implementations through clear plans and cross-functional coordination
Support workflow change through training sessions, competency checks, and coaching
Shape deployment approaches, scope pilots, and run customer-facing demos with Account Executives and Implementation Specialists
Synthesise usage and outcome metrics into actionable narratives for different stakeholder groups
Use data to guide training intensity, workflow redesign, and expansion decisions
Lead renewal conversations and identify and execute expansion opportunities
Build evaluation frameworks for pilots and rollouts based on clinical and operational KPIs
Provide context to Product, Engineering, Implementation, GTM, and Support, surfacing risks and driving decisions
Help develop scalable SMB frameworks, tools, and ways of working

Requirements

What you’ll need

2+ years in SaaS customer success or client-facing roles
Experience with SMB or mid-market accounts, ideally under 250 users
Track record across scoping, implementation, adoption, expansion, and renewal
Ability to build trusted relationships with practice owners, clinical leads, and administrative stakeholders
Experience supporting rollouts that drive behaviour change and sustained adoption
Understanding of expansion, renewals, NRR, and portfolio growth
Ability to translate usage patterns and outcomes into practical insights
Ability to adapt communication for frontline clinicians and practice owners
Ability and willingness to scope deals, support pilot design, and run demos alongside Sales
Familiarity with clinical workflows or small healthcare practices is a bonus

Benefits

Comp & perks

$1,000 annual learning and development budget
$150/month health and wellness allowance
$500 home office budget
26 weeks paid primary parental leave
18 weeks paid secondary parental leave
Fertility support up to $10,000
Four weeks of work from anywhere per year
Serious equity
Sustainable performance and mental health focus
Flexible schedule; employees set their schedule