Heidi Health

Account Executive

• Own and close a defined book of business across the Quebec - Maritime healthcare market
• Run full-cycle sales processes from discovery to close, including multi-stakeholder and executive-level deals
• Partner closely with SDRs and BDRs to convert high-quality leads into vertical building opportunities and closed revenue
• Conduct deep discovery to understand clinical workflows, operational constraints, incentives, and hidden pain points
• Deconstruct complex clinical and operational processes to clearly articulate where Heidi creates leverage and ROI
• Deliver sharp, compelling product demos and presentations tailored to specific customer use cases
• Build and manage a healthy pipeline using a mix of outbound, inbound, and product-led signals
• Navigate procurement, legal, and security conversations with confidence and precision
• Collaborate tightly with Product, Marketing, Operations, and Customer Success to drive deal momentum and successful handoffs
• Continuously refine messaging, positioning, and deal strategy to out-execute incumbents and outperform the market

Sales

• Manage and develop a team of 8–12 AEs and Sales Associates across Canada
• Own the Canadian sales number
• Build and execute a national go-to-market strategy
• Partner with Marketing to align on pipeline targets
• Work with Government Affairs on provincial digital health initiatives
• Collaborate with Customer Success to ensure smooth handoffs
• Own the sales playbook for Canada
• Sit at the leadership table alongside the General Manager, Canada
• Spend real time building relationships with enterprise and health system buyers

Director of Sales

• Own and close a defined book of business across the Canadian healthcare market
• Run full-cycle sales processes from discovery to close, including multi-stakeholder and executive-level deals
• Partner closely with SDRs and BDRs to convert high-quality leads into vertical building opportunities and closed revenue
• Conduct deep discovery to understand clinical workflows, operational constraints, incentives, and hidden pain points
• Deconstruct complex clinical and operational processes to clearly articulate where Heidi creates leverage and ROI
• Deliver sharp, compelling product demos and presentations tailored to specific customer use cases
• Build and manage a healthy pipeline using a mix of outbound, inbound, and product-led signals
• Navigate procurement, legal, and security conversations with confidence and precision
• Collaborate tightly with Product, Marketing, Operations, and Customer Success to drive deal momentum and successful handoffs
• Continuously refine messaging, positioning, and deal strategy to out-execute incumbents and outperform the market

Customer Success Manager

• Answer questions for Heidi's SMB customer base across countries and timezones, with no coverage gaps.
• Handle inbound questions over our shared email inbox, keeping responses fast, accurate and genuinely useful.
• Work with our support team and other teams across Heidi to chase down resolutions when a question needs more than one set of hands.
• Book and run one-to-one training sessions where you get ahead of problems instead of waiting for them, the kind of proactive touch that makes a customer feel looked after.
• Coach clinicians who are not yet getting the full value from Heidi, and answer questions when they hit a wall.
• Spot the moment a frustrated user becomes a confident one, and engineer more of those moments.
• Provide advice and support to colleagues around the world, sharing what you learn so the whole team gets sharper.
• Take on repeatable admin and internal requests from CS and go-to-market teams, freeing senior CSMs to focus on higher-value work.
• Stay open-minded as we develop the service motion together, bringing your ideas and testing different approaches with us so we keep what works.
• Aim, every day, to delight and surprise customers with service that is proactive, fast and high quality, and help us set a bar that customers do not expect.

Customer Success Associate

Technical Product Manager

• Own product strategy and roadmap for Heidi’s integrations surface
• Decide which integrations to build, which to deepen, and which to deprecate
• Serve as the central integration layer for Heidi’s product lines
• Own the Integration Marketplace as a single experience across Scribe, Comms and Evidence
• Drive the migration to the new integration framework
• Translate messy EMR realities into product specs engineering can build against
• Set the standard for integration quality and reliability
• Be the connective tissue between US, UK and APAC regional teams
• Work directly with EHR partners, integration engines and platform teams
• Connect field signal back to the framework
• Expand integrations beyond EMRs

Technical Product Manager – Clinical Integrations

Full-stack Engineer

• Build end-to-end AI features: Architect and ship fullstack solutions (from React frontends to Python backend services) that leverage our voice AI and LLMs to automate clinical workflows.
• Operationalise Voice AI: Implement and fine-tune audio processing pipelines, ensuring our Automatic Speech Recognition (ASR) and LLM agents perform accurately in diverse, real-world medical environments.
• Bridge the gap between model and product: Translate complex feedback from clinicians into technical solutions, rapidly prototyping and deploying improvements to model behaviour, prompting strategies, and audio handling.
• Optimise for real-time interaction: Tune fullstack performance to handle real-time audio streaming and token generation, minimising latency, so clinicians have a seamless conversational experience.
• Partner with implementation and clinical teams: Shorten the feedback loop by shipping critical integrations and feature requests from concept to production in days, not quarters.

Senior Software Engineer – Clinical AI

DevOps Engineer

• Participate in on-call and incident response: Respond to production incidents, contribute to service restoration, and support clear communication during incidents. Over time, take increasing responsibility for leading incidents end-to-end.
• Improve operational reliability: Identify recurring issues and reliability risks, and drive fixes through better alerting, automation, system changes, or process improvements.
• Own parts of the production environment: Operate and improve Kubernetes clusters, cloud infrastructure, and core platform services, with growing ownership as familiarity increases.
• Strengthen observability: Improve dashboards, alerts, logs, and traces so issues are detected earlier and diagnosed faster, with a strong focus on actionable signals.
• Reduce operational toil: Automate repetitive tasks, simplify runbooks, and improve tooling to make on-call and day-to-day operations easier and safer.
• Support safe change: Improve deployments, rollback mechanisms, and operational readiness to reduce the risk of incidents caused by change.
• Contribute to operational practices: Write and maintain runbooks, participate in blameless post-mortems, and help improve incident response processes over time.
• Collaborate closely with engineers: Work with product and feature teams to improve production readiness, service ownership, and reliability expectations.

Senior Site Reliability Engineer

Backend Engineer

• Ultimately you will have the opportunity to work with the engineering mastermind behind Heidi developing AI products which will change the face of healthcare
• Autonomously deliver beautiful & robust code with considerations on code structure design and scalability.
• Implement and optimize data storage solutions.
• Design, build, and maintain high-performance backend systems using Python.
• Architect and manage cloud infrastructure, ensuring scalability and reliability.
• Develop and manage message queue systems for real-time data processing.
• Collaborate with frontend and AI teams to integrate new features and enhance existing APIs.
• Optimize API performance and handle API versioning, documentation, and testing.

Senior Backend Engineer

Product Marketing

• Own UK positioning across all three segments
• Define who we win with in primary care, NHS trusts, and private healthcare — by buyer type and by stage of the sales cycle
• Build distinct narratives for each segment, not variations on one. A GP running a practice partnership thinks differently from a trust procurement committee, who thinks differently again from a private hospital CEO
• Understand the job UK buyers are actually hiring Heidi to do, and build messaging from that, not from the product feature list
• Pressure-test positioning with the field and iterate quickly — clarity over perfection
• Build regulatory-aware messaging
• Heidi is a regulated medical device (SAMD) in the UK. Understand those constraints well enough to build messaging that's compelling without creating compliance exposure
• Own the line between a claim that lands and a claim that creates legal risk
• Account for medical device approval timelines in how we tell the roadmap story, so the field is never overselling what's not yet cleared
• Deliver enablement that holds up to clinical scrutiny
• The UK buyer is often a practicing clinician. They'll interrogate claims at the workflow level.
• Build the assets that win deals: segment-specific pitch decks, talk tracks, objection handling guides, one-pagers, and proof points that survive that scrutiny
• Ensure sales can tell the story confidently without you in the room
• Ship fast, gather feedback from the field, and improve
• Be the voice of the UK market internally
• Bring clear, actionable insight on UK buyers, segments, and the NHS environment back to leadership and the global team
• Partner closely with the UK product team on Heidi Comms — our communications product — as it expands in the UK, a significant near-term opportunity
• Feed market learnings back into Product, Sales, and Marketing to sharpen how we win across all three segments

Product Marketing Manager

Support Engineer

• Act as a direct point of contact for customers on complex or technical issues via chat, email, and phone, particularly for escalated or high-impact cases.
• Become a product expert, developing a deep understanding of how Heidi works and how customers use it in real-world clinical contexts.
• Provide exceptional technical support by clearly understanding customer needs, communicating effectively, and resolving issues accurately and efficiently.
• Perform in-depth analysis and debugging of complex technical issues, applying sound judgment and care in high-trust healthcare environments.
• Own customer issues from initial contact through to resolution, ensuring timely, accurate responses within agreed service levels.
• Collaborate closely with engineering and product teams to understand, reproduce, and resolve complex technical problems - ensuring escalations are clearly documented well-scoped, and aligned with customer impact.
• Monitor server health, system status, and bug reports, taking immediate action to mitigate impact, escalate critical issues, and prevent recurring problems.
• Proactively identify systemic or recurring issues and contribute to improvements across tooling, processes, and systems that increase product reliability, support efficiency, and the team’s ability to scale, including helping identify and address recurring issues.

Customer Support Engineer

• Own your commercial pipeline.
• Carry and forecast a renewal and expansion pipeline across your full portfolio. Hit your number.
• Build and maintain expansion hypotheses for every account - backed by usage depth, adoption maturity, and stakeholder readiness - and convert them into revenue.
• Position the full Heidi product suite proactively to existing accounts, identifying the right SKU fit and sequencing multi-product conversations with confidence.
• Partner closely with your aligned Account Executives on upsell and cross-sell: bring the account context, co-develop the commercial approach, and close together.
• Manage renewal processes end to end - from early risk identification through negotiation and signature - without defaulting to your AE for the hard conversations.
• Own approximately 50 accounts simultaneously.
• Maintain accurate account health data, forecasts, and pipeline in HubSpot.
• Build and execute account-specific success plans that map customer goals to measurable outcomes, reviewed at predictable cadences.
• Run high-quality QBRs that quantify value delivered, surface the next commercial opportunity, and create exec-level alignment.
• Take accounts from pilot through full deployment, leading implementation coordination, training waves, and clinical workflow integration.
• Use usage data and adoption signals to intervene early - before a customer knows they have a problem. Translate data into clear, customer-ready narratives.
• Apply structured change management: training cadences, competency checks, and workflow reinforcement - to move clinicians from activation to habit.
• Work with Customer Success Associates where available, providing clear direction and maintaining full accountability for outcomes.
• Identify churn risk from leading indicators.
• Surface risk early internally with a clear diagnosis and a plan, not just a flag.
• Own recovery plans for at-risk accounts and execute them without waiting for escalation.
• Maintain a tight, professional working relationship with your AE counterpart. Align on account strategy, share intelligence, and move in the same direction commercially.
• Advocate for customer needs internally with clarity, evidence, and prioritisation.

Customer Success Manager, Mid-Market

• Act as a strategic consultant to executive stakeholders
• Lead executive-level engagements with CIOs, CMOs, COOs, and clinical directors. Shape the customer’s thinking on deployment strategy, change approach, and long-term value — not just report on progress.
• Build the internal organisational case for adoption by helping executives understand what good looks like, what is blocking it, and what decisions are theirs to make.
• Adapt your advisory style fluently across frontline clinicians, operational managers, IT leads, and board-level executives.
• Orchestrate the internal delivery team
• Serve as the accountable lead for the cross-functional pod assigned to your accounts: Implementation Specialists, Clinical Associates, Account Executives, and Forward Deployed Engineers.
• Translate executive commitments into clear delivery briefs. Hold the team accountable to outcomes without line authority.
• Surface risk early, resolve internal ambiguity, and keep Product, Engineering, and Support properly informed so they can act when needed.
• Lead multi-site NHS rollouts
• Drive sophisticated, multi-wave implementations with formal governance structures, clinical change management, and cross-site coordination.
• Design and oversee structured adoption programmes: training waves, competency assessments, workflow reinforcement, and coaching delivered in partnership with Clinical Associates on the ground.
• Build success plans grounded in clinical and operational KPIs that are meaningful to NHS commissioners and trust leadership.
• Own commercial outcomes
• Lead renewal conversations with strong, evidence-based value narratives tied to clinical outcomes and usage data.
• Identify and execute expansion opportunities across sites, departments, and specialties. Partner with Account Executives to close.
• Contribute to NRR and portfolio growth across your account set.
• Engage in pre-sales and pilots
• Work alongside Account Executives to scope NHS pilots for success, shape deployment strategy, and run customer-facing sessions when needed.
• Design evaluation frameworks for pilots that are grounded in clinical and operational KPIs and translatable into multi-year value narratives.
• Shape how we work
• Contribute to the frameworks, tools, and playbooks that turn complex NHS programmes into scalable, repeatable rollouts for the wider team.

Customer Success Manager, Enterprise

Technical Program Manager

• Drive project triage and coordination across multiple concurrent workstreams, keeping priorities clear and progress visible
• Run core operational cadences - standups, demos, and reporting cycles - to keep teams aligned and moving
• Own program coordination for key stakeholders, including calendar management and scheduling
• Maintain and manage Linear to track work, surface blockers, and support delivery across the team

Growth Marketing

• Own GTM analytics end to end: pipeline and conversion, revenue and ARR, acquisition and attribution, and our product-led motion.
• Define the metrics that matter. Set what "good" looks like for funnel conversion, CAC and payback, expansion and churn, win rates and forecasting, and activation-to-paid.
• Untangle our two motions. Self-serve and sales-led overlap constantly. Help the business understand where they meet, where they support each other, and where each one wins.
• Build the dashboards, models and AI tooling that let GTM leaders self-serve their own answers, so analysis scales past your own keyboard.
• Run the hard analyses: channel ROI and attribution, segment economics, pipeline health, forecasting, and the "why did this number move" questions that always land on a Friday.
• Translate data into recommendations leaders act on, not Notion docs that get admired and shelved.
• Work in the modern data stack with us (dbt, Databricks, Omni) and raise the bar on how GTM data is modelled and trusted.

Senior Growth Analyst

Medical Billing and Coding

• Work as the clinical coding subject matter expert to ensure AI-powered systems meet the highest standards of medical coding accuracy and compliance
• Lead medical coding validation for AI-generated documentation, ensuring accurate application of ICD-10-AM, ACHI, and MBS item numbers across diverse clinical scenarios in both public and private settings
• Develop coding guidelines and protocols that translate complex Australian Coding Standards (ACS) into systematic processes our AI can learn and apply consistently
• Conduct quality audits of AI-coded documentation, identifying patterns, gaps, and opportunities for improvement in coding accuracy, DRG assignment, and compliance
• Collaborate with engineering teams to translate medical coding expertise into technical requirements, validation rules, and system improvements
• Work directly with Australian clinicians to understand documentation patterns, clinical decision-making, and coding challenges
• Ensure regulatory compliance with Department of Health coding standards, Medicare Australia requirements, DVA guidelines, and private health insurer specifications
• Analyze coding data and metrics to identify trends, accuracy patterns, and areas for system optimization
• Stay current with coding updates including annual ICD-10-AM/ACHI releases
• Support customer implementations by providing coding expertise during enterprise client onboarding and troubleshooting

Account Executive

Director of Sales

Account Executive

Customer Success Associate

Technical Product Manager – Clinical Integrations

Senior Software Engineer – Clinical AI

Senior Site Reliability Engineer

Senior Backend Engineer

Product Marketing Manager

Customer Support Engineer

Customer Success Manager, Mid-Market

Customer Success Manager, Enterprise

Technical Program Manager

Senior Growth Analyst

Clinical Coding Specialist