The SMB Customer Success Manager will be a trusted partner for our SMB customers, guiding them from their very first interaction with Heidi through to successful adoption of our platform. You’ll ensure customers feel supported, empowered, and set up for long-term success. From account setup and tailored training to quarterly check‑ins, you’ll deliver a world‑class onboarding experience while acting as the customer’s voice within our team.
What you’ll do:
Onboarding & Training
- Lead new customer onboarding, ensuring smooth account setup, configuration and clear paths to first value.
- Deliver engaging training sessions and office hours that help customers quickly realise value from Heidi.
- Provide clear resources, guides, and proactive support to drive customer confidence and independence.
- Support the design and improvement of repeatable processes and playbooks for SMB accounts.
Customer Advocacy
- Serve as the first point of contact, building strong relationships with SMB customers—owning overall account health.
- Gather feedback, surface insights, and advocate for customer needs with internal teams to help influence the evolution of our product roadmap.
- Act as the voice of the customer internally, ensuring their needs are prioritised and wins are captured.
Drive Adoption & Engagement
- Monitor customer activation metrics and ensure adoption milestones are met across your portfolio.
- Identify at‑risk accounts early and partner with customers to resolve blockers.
- Track and analyse customer usage data to recommend best practices and opportunities for deeper engagement.
- Develop and execute tailored adoption plans, helping customers better embed Heidi into their existing workflows.
Retention & Success
- Facilitate quarterly business reviews to showcase value, align on goals, and drive retention.
- Develop long‑term relationships that result in satisfied, loyal customers.
- Own retention and renewals across your assigned SMB customers.
- Identify partnership or expansion opportunities, working cross‑functionally with sales to achieve these.
Process Improvement & Playbook Development
- Support the creation and iteration of customer success playbooks, frameworks, and collateral.
- Continuously look for opportunities to improve efficiency and enhance the customer journey.
What we will look for:
- You have 2‑4 years of experience in Customer Success, Operations or Implementation, ideally in SaaS or high‑volume environments.
- Early in your operations/customer success career but have already shown strong ownership, work ethic, and operational instinct.
- You’ve worked in customer success/operations, implementation or other high‑volume, high‑autonomy environments.
- You’re highly organised and can confidently manage a portfolio of SMB accounts and competing priorities, while maintaining attention to detail and quality.
- You have a customer‑centric mindset and are motivated to ensure customers feel supported, valued and are set up for success.
- You have an analytical mindset – you’re comfortable diving into data to understand customer behavior, identify patterns, and spot opportunities for improved activation, adoption and retention.
- You’re naturally curious and enjoy problem solving – you spot gaps in the process and help fix them.
- You have a bias for action – you’re unafraid to get your hands dirty in an extremely fast‑paced environment to help solve different challenges and priorities.
- You want to build something that matters, and are hungry to learn alongside people who’ve done it before.
- You’re excited by a market that’s ambiguous and evolving – where success comes from listening closely, testing constantly, and learning fast.
- You’re ready to own customer outcomes end‑to‑end.
Attitude is more important than experience so if you are a hungry, competitive and highly motivated operator who has a knack for problem solving and building relationships, we want to hear from you.
What do we believe in?
- Live Forever – Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters.
- Practice Ownership – Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character.
- Small Cuts Heal Faster – Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on.
- Make others better – Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output.
Our mission is clear: expand the world’s capacity to care, and do it without losing the humanity that makes care worth delivering.
Why you will flourish with us