Head of Customer Success

black.ai; City Of London; Hybrid; GBP 100,000 - 130,000; Full time

Job summary

A leading AI healthcare company is seeking a Head of Customer Success in London to define and scale their Customer Success function. The ideal candidate will lead customer experience strategies, drive retention, and work collaboratively with teams to enhance product development. Strong leadership and a data-driven approach are essential for this pivotal role in shaping customer success across diverse market segments.

Benefits

£500 personal development budget

Dedicated wellness days

Birthday off

Equity from day one

Hybrid environment

Qualifications

• Proven experience leading and scaling Customer Success functions.
• Ability to work across various market segments, including SMB, Mid-Market, and Enterprise.
• Strong understanding of customer success metrics like churn, retention, and NPS.
• Exceptional leadership and communication skills.
• Passion for extraordinary customer experiences.

Responsibilities

• Build and lead the Customer Success function with defined strategies.
• Develop a world-class customer experience.
• Establish frameworks for customer segmentation and engagement.
• Drive customer retention, satisfaction, and growth.
• Collaborate with teams to integrate customer feedback into product development.
• Mentor and inspire a growing Customer Success team.

Skills

Leadership

Data-driven approach

Customer relationship management

Communication skills

Customer experience enhancement

Job description

Location

London, United Kingdom

Employment Type

Full time

Department

Customer Success

Who is Heidi?

Heidi is building an AI Care Partner that supports clinicians every step of the way, from documentation to delivery of care.

We exist to double healthcare’s capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages.

Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare.

Backed by nearly $100 million in total funding, Heidi is expanding across the USA, UK, Canada, and Europe, partnering with major health systems including the NHS, Beth Israel Lahey Health, MaineGeneral, and Monash Health, among others.

We move quickly where it matters and stay grounded in what’s proven, shaping healthcare’s next era. Ready for the challenge?

The Role

We're looking for an experienced and visionary leader to define and scale our Customer Success function in the UK. As the Head of Customer Success, you will be the ultimate advocate for the function, working across all customer segments - from SMB to Enterprise - to ensure the value and scope of Customer Success are understood and championed internally.

This is a chance to design a world-class customer success function that drives loyalty, advocacy, and business impact. Your leadership will be pivotal in building a function that not only retains our customers but also accelerates growth and drives product improvement.

What you’ll do:

• Build and lead the Customer Success function, defining its strategy and translating that into actionable plans, the operating model and function-level KPIs

• Lead the development of a world-class customer experience, setting a high bar for quality and accountability.

• Build the framework for customer segmentation, tailored engagement models, and scalable lifecycle programs.

• Establish and maintain a deep understanding of our customers\' needs across all customer segments and to serve as the executive sponsor for key customer relationships.

• Drive customer retention, satisfaction, and growth by implementing best-in-class processes and strategies.

• Work collaboratively with sales, product, and engineering teams to ensure customer feedback is integrated into product development and business strategy.

• Hire, lead, mentor, and inspire a growing team of Customer Success professionals to deliver exceptional results.

What we will look for:

• Proven experience leading and scaling Customer Success functions, with a track record of success at a regional and/or global level.

• Demonstrated ability to work effectively across various market segments, including SMB, Mid-Market, and Enterprise.

• A strong, data-driven approach to customer success, with expertise in key metrics such as churn, retention, and Net Promoter Score (NPS).

• Exceptional leadership and communication skills, with the ability to influence and advocate for the Customer Success function at an executive level.

• Passion for delivering extraordinary customer experiences and a commitment to never settling for "good enough."

What do we believe in?

Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world’s health demands it. We believe in progress built through precision, pace, and ownership.

• 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 should join Heidi 🚀

• Real product momentum. We’re not trying to generate interest, we’re channeling it.

• Equity from day one. When Heidi wins, you win. You’ll share directly in the success you help create.

• Unmatched impact. Play a pivotal role in defining and scaling customer success at a critical growth moment - all while working on a product that delivers tangible value to clinicians and patients every day.

• Work alongside world-class talent. Join a team of operators and builders who’ve scaled unicorns.

• Global reach. Help shape our international expansion as we bring Heidi to key international markets.

• Growth and balance. Enjoy a £500 personal development budget, dedicated wellness days, and your birthday off to recharge.

• Flexibility that works. A hybrid environment, with 3 days in the office.

Heidi’s commitment to Diversity, Equity and Inclusion

Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We\'re proud to be an equal opportunity employer and are proud to welcome all applicants as we\'re committed to promoting a culture of opportunity for all.