Job Overview
Location
Melbourne
Job Type
Full-time
Category
Customer Success
Date Posted
May 22, 2026
Full Job Description
đź“‹ Description
- • Define and track key metrics across the customer lifecycle to drive operational visibility and decision-making for Customer Success, Sales, and leadership teams.
- • Build and maintain dashboards and reporting systems that surface actionable insights, enabling teams to focus on high-value customer activities and improve outcomes.
- • Design, refine, and optimize operational workflows for customer onboarding, implementations, support handoffs, escalations, nurture campaigns, upsell, and renewals to ensure consistent value delivery.
- • Identify and eliminate manual, repetitive tasks through automation, AI tools, and improved tooling, increasing efficiency and reducing operational friction for customer-facing teams.
- • Partner cross-functionally with Sales, RevOps, Product, Engineering, Data, and Support teams to align systems, improve customer visibility, and enhance execution across the entire customer journey.
- • Drive execution of critical operational initiatives by bringing structure, accountability, and follow-through to cross-functional projects with ambiguous or evolving requirements.
- • Improve and standardize tooling such as HubSpot, Intercom, and internal reporting platforms to better support customer experience and operational efficiency.
- • Establish scalable operating rhythms including clear reporting cadences, standardized playbooks, process documentation, and team workflows to ensure consistency as Heidi scales globally.
- • Act as a hands-on builder: directly create, iterate, and implement operational solutions rather than just recommending changes — from dashboard development to workflow redesign.
- • Translate ambiguity into practical, executable systems by solving operational problems quickly and with attention to detail.
- • Collaborate with Customer Systems teams to enhance the functionality and reliability of customer-facing platforms and data pipelines.
- • Ensure operational standards evolve in alignment with Heidi’s core values: building for safety and reliability, owning standards, moving fast while staying steady, and making others better.
- • Support global scaling efforts by adapting processes and systems to meet the needs of healthcare customers across the US, UK, Canada, and Europe.
- • Maintain a bias for action, taking ownership of operational gaps and proactively resolving them without waiting for direction.
- • Communicate clearly and structurally to bring clarity to complex operational challenges and align diverse teams around shared goals.
- • Contribute to a culture of continuous improvement by sharing feedback, supporting team growth, and upholding Heidi’s commitment to trust, reliability, and human-centered care.
🎯 Requirements
- • Experience in Customer Operations, Customer Success Operations, RevOps, Consulting, or Business Operations within SaaS or healthcare environments
- • Strong analytical skills and hands-on experience with metrics, dashboards, reporting, and operational data
- • Proven ability to improve workflows, processes, and operational execution in fast-paced, scaling environments
- • Systems-thinking mindset with a track record of identifying inefficiencies and simplifying complexity
- • Ability to build relationships, influence stakeholders, and drive results across cross-functional teams
- • Practical, hands-on approach — willing to build, iterate, and execute directly on operational improvements
🏖️ Benefits
- • Flexible hybrid working model with 3 days in the office per week
- • Monthly $150 AUD benefit for physical and mental wellbeing
- • Recharge Days after major milestones and busy periods
- • $1000 AUD annual personal development budget
- • Equity (shares) in Heidi Health Pty Ltd
- • One-time home office setup contribution
- • 26 weeks paid parental leave for primary carers, 18 weeks for secondary carers
- • $10,000 AUD fertility support benefit covering IVF, egg freezing, or sperm freezing
- • 10 days per year dedicated to supporting clinicians in maintaining accreditation
- • Opportunity to create global impact within a leading Australian healthtech startup
- • Fast-track career growth potential for high-impact contributors
Skills & Technologies
Senior
Hybrid
About Heidi Health Pty Ltd
Heidi Health is an Australian clinical software company that provides AI-powered medical scribe and workflow automation tools for healthcare providers. Its platform records and transcribes patient consultations in real time, generating structured clinical notes, referral letters and coding suggestions that integrate directly with electronic medical record systems. The company serves general practitioners, specialists and allied health professionals, aiming to reduce administrative burden and improve documentation accuracy while maintaining data security and compliance with Australian healthcare standards.
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