Customer Systems Lead

About Heidi

Heidi is revolutionizing healthcare by delivering an AI Care Partner to clinicians worldwide. In just 18 months, our clinical AI products have taken on the administrative load from 73 million patient consultations. Presently, we assist with over 2.5 million patient sessions weekly in more than 190 countries. Our mission is to double global healthcare capacity and reinforce the vital human connection in medicine, tackling the current healthcare system's challenges where clinicians spend excessive time on documentation instead of patient care. We have successfully found product-market fit with our beloved freemium medical scribe and now aim to expand further.

Role Overview

We seek a Customer Systems Lead to establish a seamless, integrated customer operations environment at Heidi. Reporting to the Head of Customer Success, ANZ, this position is responsible for managing the systems, tools, integrations, and data flows that underpin the customer experience across Customer Success, Support, Implementation, and Product teams. The role focuses on ensuring teams have accurate, timely data in appropriate systems to minimize friction, enhance visibility, and refocus time on impactful customer work.

Responsibilities

• Own and oversee the customer systems ecosystem, including CRM, support tools, onboarding workflows, reporting, customer data, and operational platforms.
• Ensure smooth and cohesive customer information exchange across systems and teams to eliminate duplication, reduce manual tasks, and prevent gaps that impact customer experience.
• Collaborate with Product, Engineering, and Operations to build and improve integrations, automations, workflows, and scalability of customer systems.
• Create and refine reporting, dashboards, lifecycle insights, customer health indicators, and operational intelligence that support customer teams and leadership decisions.
• Identify areas to simplify and optimize daily workflows for Customer Success and Support teams to reduce administrative burdens and boost efficiency.
• Tackle complex operational challenges by improving systems and workflows continuously.

Qualifications and Experiences

• Background in Customer Systems, Revenue Operations, Customer Operations, Systems Administration, or related operational functions within SaaS or healthcare sectors.
• Strong aptitude for systems thinking, comfortable managing multiple tools, workflow design, and integrations.
• Hands-on experience with CRM and support platforms such as Salesforce, HubSpot, Zendesk, Intercom, Jira, or Gainsight.
• Proven capability in developing automations, optimizing workflows, and addressing operational inefficiencies.
• Excellent analytical thinking and problem-solving abilities.
• Effective cross-functional collaboration skills working between technical and operational teams.
• Pragmatic, action-oriented approach with a focus on ongoing process improvement.

Organizational Values and Culture

• Focus on long-term impact beyond short-term targets, aiming for transformative change in healthcare.
• Proactively address future challenges by developing necessary solutions ahead of demand.
• Evidence-driven and patient-centered decision-making, valuing real human needs over numbers and ego.
• Ownership mindset to resolve issues comprehensively without passing the buck.
• Rapid iteration philosophy prioritizing delivery and measurement over excessive planning.
• Design solutions grounded in real clinician workflows, recognizing practical everyday realities.

Why Join Heidi?

At Heidi, you'll work with a team dedicated to meaningful results over vanity metrics, combining expertise from healthcare, engineering, and design disciplines. The pace is demanding but values sustainable performance and mental well-being. Autonomy is emphasized with outcome-based work expectations and a culture of shared responsibility.

Benefits and Perks

• A yearly learning and development fund of $1,000
• $150 monthly allowance for health and wellness expenses
• $500 budget to equip a home office setup
• Generous parental leave: 26 weeks paid for primary caregivers and 18 weeks paid for secondary caregivers
• Up to $10,000 fertility support
• Four weeks annually of flexible work-from-anywhere opportunities
• Competitive equity participation

Diversity and Inclusion

Heidi is committed to fostering a diverse, inclusive, and supportive workplace that values different backgrounds and perspectives. We strive to build a culture where opportunity is accessible to all and proudly operate as an equal opportunity employer.