Customer Success Manager

black.ai; South Africa; On-site; ZAR 1 037 000 - 1 383 000; Full time

Job summary

A healthcare technology company is seeking a Customer Success Manager in South Africa. This role involves managing customer relationships, ensuring successful adoption of services, and enhancing clinician engagement across public and private sectors. The ideal candidate will have a clinical background alongside experience in customer success within a SaaS environment, and a passion for driving digital transformation in healthcare.

Benefits

Additional paid day off for birthday

Personal development budget of $500 per annum

Opportunity for fast track career growth

Qualifications

• 2+ years in a customer success role at a SaaS company.
• Familiarity with South Africa's healthcare ecosystem.
• Languages: English required; Afrikaans, isiXhosa, Zulu, or Sotho fluency is a strong plus.

Responsibilities

• Own customer outcomes and ensure measurable success.
• Lead onboarding and training for new customers.
• Develop tailored adoption plans to maximise user engagement.

Skills

Customer success management

Clinical background

Communication skills

Organizational skills

Project management

Education

Relevant clinical qualification

Job description

Location

South Africa

Employment Type

Full time

Department

Customer Success

Who are 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 ANZ, the USA, UK, Canada, and Europe, partnering with major health systems

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

The Role

As a Customer Success Manager at Heidi Health, you’ll be the bridge between technology and care - helping hospitals, clinics, and clinicians across South Africa adopt and love Heidi.

You’ll manage the full customer journey for both public and private hospital deployments, ensuring seamless implementation, strong clinician engagement, and measurable impact on patient care.

This role is ideal for someone with a medical background (e.g. former doctor, nurse, or allied health professional) who’s excited to drive digital transformation in healthcare.

What you’ll do:

• Own customer outcomes: Be the strategic partner for a portfolio of Heidi’s customers, ensuring they achieve measurable success and realise value.
• Lead onboarding & training: Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows.
• Track and improve metrics along customer journey like time-to-first-value and early activation.
• Drive strategic adoption: Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians.
• Enhance Retention & Growth: Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement.
• Customer advocacy: Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins.
• Continuous engagement: Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies. Think and act strategically to scale your impact.
• Resolve operational blockers: Collaborate with product, engineering, and support teams to ensure a smooth customer experience.
• Feedback insights: Gather and share insights to influence product development and feature prioritisation.

What We’re Looking For:

• 2+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle
• Clinical background (e.g. medicine, nursing, or allied health) strongly preferred.
• Familiarity with South Africa’s healthcare ecosystem (both public and private).
• Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams.
• Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality.
• Self-starter with a bias for action, comfortable navigating fast-paced and ambiguous environments.
• Languages: English required; Afrikaans, isiXhosa, Zulu, or Sotho fluency is a strong plus given our diverse clinician base.

Attitude is more important than experience - if you are hungry, competitive, and motivated, with a knack for problem solving and relationship-building, we want to hear from you.

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 will flourish with us 🚀?

• Additional paid day off for your birthday and wellness days
• A generous personal development budget of $500 per annum
• Learn from some of the best engineers and creatives, joining a diverse team
• The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups
• If you have an impact quickly, the opportunity to fast track your startup career!