Full time Customer Success CA$105K – CA$118K • Offers Equity • Offers Commission Healthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible. We’re a team of doctors, engineers, designers, researchers, and creatives building tools that help clinicians stay focused on what matters most: their patients.

In just 18 months, Heidi has given back more than 18 million hours to healthcare professionals — supporting 73 million patient visits in 116 countries. Today, more than two million patient visits each week are powered by Heidi worldwide. 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.





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). 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. Execute on expansion conversations, identifying when customers are ready for additional seats or products. 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. Provide transparent, empathetic support through efficient channels (email, in-app, webinars) that allow you to serve your entire book of business effectively.

Know when to invest more time in high-potential or at-risk accounts and when to use scaled approaches. 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. 2-4 years of experience in a customer success role at a SaaS company, with proven ability to own the full customer lifecycle.

Experience managing a high-volume book of business (75+ accounts) with a strong track record of customer health scores, renewals, and retention. Demonstrated ability to work within established processes while identifying improvement opportunities. Data-driven approach to customer health monitoring and prioritisation—comfortable using dashboards and metrics to guide decisions. Proven track record of meeting/exceeding renewal targets and managing contract negotiations.

Experience with scalable customer engagement strategies (1:many programmes, webinars, automated touchpoints). Strong organisational skills and ability to manage competing priorities without dropping balls. Excellent communication skills—can engage confidently with customers and adapt style for different audiences.

Honest feedback, steady support, and shared growth keep our teams improving together. In office to collaborate with like-minded professionals Healthcare, Dental, Vision benefit options Personal development budget of $500 per annum Become an owner, with shares (equity) in the company, if Heidi wins, we all win The rare chance to create a global impact as you immerse yourself in one of the leading healthtech startups The opportunity to fast track your startup career

📌 Customer Success Manager (Local or Remote) (Toronto)
🏢 black.ai
📍 Toronto