Customer Success Associate

The role

The Customer Success Associate will serve as the first point of contact for SMB customers. You will answer questions, conduct one-to-one training sessions, and help build the company's service motion.

What you will do

• Answer questions for SMB customers across countries and timezones
• Handle inbound questions via a shared email inbox
• Work with support and other teams to resolve complex questions
• Book and run one-to-one training sessions
• Coach clinicians to ensure they get full value from the platform
• Provide advice and support to global colleagues
• Take on repeatable admin and internal requests from CS and go-to-market teams
• Help develop and test the service motion

Required qualifications

• A medical or clinical background
• Experience working in or close to a clinic or hospital
• Speed and composure
• A bias for action
• A talent for delight
• An open, collaborative mind

Nice to have

• Comfort with software like HubSpot and Intercom

Benefits

• 24/7 mental health, coaching and wellbeing support through Sonder
• £100/month Healthy Heidi’s stipend
• 26 weeks paid parental leave for primary carers
• 18 weeks paid parental leave for secondary carers, subject to eligibility
• £7,000 one-off fertility support payment, eligibility applies
• £700 per year for learning & development
• £500 one-off home office budget
• Recharge days after major milestones and busy periods
• Work from anywhere for up to 4 weeks per year
• 10 days per year clinical leave for eligible clinical roles

About the company

Heidi is building the future of healthcare by providing an AI Care Partner for clinicians. The company supports millions of patient sessions globally through its medical scribe platform.