Customer Success Associate

black.ai; Vancouver; On-site; CAD 50,000 - 70,000; Full time

Job summary

Join a leading healthcare technology company as a Customer Success Associate. You'll implement projects, guide users, and enhance customer engagement, contributing to a mission that transforms healthcare delivery. This role offers immense growth opportunities and a competitive compensation package.

Benefits

Generous PTO

Wellness days

Personal development budget

Equity (shares in the company)

Qualifications

• Pursuing or recently completed a relevant degree or 2+ years in customer solutions.
• Interest or experience in leading projects.

Responsibilities

• Coordinate onboarding of new clinics and clients.
• Develop strategies to increase user engagement and satisfaction.
• Resolve technical issues and gather user feedback.

Skills

Communication

Problem-Solving

Project Management

Organisational Abilities

Technical Proficiency

Education

Degree in Healthcare

Degree in Computer Science

Degree in Business

Degree in Health Informatics

Tools

CRM systems

Job description

About Heidi

Heidi is on a mission to transform healthcare by halving the time it takes to deliver world-class care. We envision a future where, by 2050, every clinician practices with AI systems that reduce administrative burdens, improve the quality of care, and increase accessibility for patients globally.

Built by clinicians, for clinicians, Heidi is powered by a diverse team of engineers, medical professionals, mathematicians, designers, and innovators.

We are driven by a shared passion to improve healthcare delivery, and in just one year, we’ve helped power over 20 million patient consults and currently support more than 1 million consults every week.

With a recent $16.6 USD million funding round from leading venture capital firms, we are now focused on scaling our impact globally. We are expanding rapidly in the US, Canada, UK, and Europe—and we need exceptional Customer Success Associates to help us accelerate that growth.

What you’ll do:

• Implement Projects: Co-ordinate the onboarding of new clinics and enterprise clients, ensuring seamless integration of Heidi's tools into their workflows.

• Onboarding & Training: Guide new users through setup, providing tailored training sessions and resources.

• Drive Customer Adoption: Develop strategies to increase user engagement and satisfaction, fostering long-term relationships.

• Enhance Retention: Implement initiatives that promote continued use and love for Heidi's products among clinicians.

• Ongoing Customer Engagement: Conduct check-in calls with customers, offering ongoing support, resources, and best practices to enhance their confidence and proficiency in using Heidi

• Accelerate Growth: Deliver with a growth mindset, using strong business acumen to identify opportunities that benefit the customer.

• Improve Systems: Each interaction will consider Customer Success with a holistic view of the company direction and needs of our customers.

• Troubleshooting: Resolve technical issues, collaborating with the support team for complex problems.

• Feedback Collection: Gather insights from users to inform product improvements and enhance support strategies.

• Documentation: Maintain and update user guides, FAQs, and support materials.

• Reporting: Compile reports on user engagement and satisfaction to inform decision-making.

What we will look for:

• Educational Background: Pursuing or recently completed a degree in Healthcare, Computer Science, Business, Health Informatics, or related field; or 2+ years of experience in customer solutions within tech, healthcare innovation, or business consultancy.

• Project Management Skills: Interest or experience in leading projects and coordinating teams.

• Communication Skills: Excellent verbal and written communication with the ability to convey complex ideas simply.

• Organisational Abilities: Strong multitasking skills with meticulous attention to detail.

• Problem-Solving Mindset: Analytical thinker with a customer-centric approach.

• Technical Proficiency: Familiarity with CRM systems and support platforms is a plus.

• Self-Starter: Highly motivated, able to work independently, an obsession to learn.

At Heidi, we value drive and a passion for learning. If you don't meet every requirement but are excited about the role, we encourage you to apply. We want individuals who are eager to grow with us.

Why You’ll Join Us

• Impact: Be part of a team that’s changing the way healthcare is delivered around the world, helping to reduce administrative burdens for clinicians and improving patient outcomes.

• Culture: Join a diverse, high-agency team where innovation, collaboration, and autonomy are valued.

• Growth: With Heidi’s rapid expansion, there’s immense opportunity for professional development and career progression.

• Compensation: Highly competitive base salary with uncapped commission potential. We reward success.

• Benefits: Generous PTO, wellness days, a personal development budget, equity (shares in the company), and more.

What We Believe In

• We tackle complex healthcare challenges head-on and deliver solutions at speed.

• We prioritize results, teamwork, and continuous improvement in all we do.

• We create user-friendly, innovative solutions that clinicians love to use, and patients benefit from.

At Heidi, we’re on a mission to improve patient care worldwide. If you are passionate about healthcare, technology, and the opportunity to make a real impact, we would love to hear from you.