Customer Success Manager
•Cloudflare· 1h
SupportFull-timeEurope
1h ago
Heidihealth.Com.Au·about 16 hours ago
Healthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible.
We’re a team of doctors, engineers, designers, researchers, and creatives building tools that help clinicians stay focused on what matters most: their patients.
In just 18 months, Heidi has given back more than 18 million hours to healthcare professionals, supporting 73 million patient visits in 116 countries. Today, more than two million patient visits each week are powered by Heidi worldwide.
Backed by nearly $100 million in funding, we’re growing in the US, UK, Canada, and Europe, partnering with leading health systems including the NHS, Beth Israel Lahey Health, and Monash Health.
We’re hiring a Communications Lead to work as a close partner to Heidi’s Global Head of Communications, helping scale and execute a single, coherent global narrative across markets and timezones.
This role exists to:
Extend senior communications leadership into EMEA and adjacent timezones
Ensure Heidi’s voice, judgment, and momentum remain consistent when one timezone goes offline
Provide strategic reinforcement and hands-on execution during high-velocity or high-stakes moments
You are not a regional silo. You are a trusted second-in-command for global communications - with real ownership, judgment, and influence.
You’ll act as:
A strategic comms partner to the Global Head of Communications
A senior operator who can independently run initiatives end-to-end
A second set of eyes, hands, and judgment during complex or fast-moving situations
This is a role for someone with strong agency or in-house training (ideally in regulated spaces), excellent instincts, and a genuine love of doing the work - from shaping narrative to supporting agencies.
Partner on Global Communications Strategy
Work closely with the Global Head of Comms to develop, refine, and operationalise Heidi’s global communications strategy.
Help translate company strategy, product direction, and clinical positioning into clear, consistent narratives that travel across markets.
Act as a thought partner on positioning, messaging, and prioritisation — sense-checking ideas and materials before they go out into the world.
Help protect and evolve Heidi’s narrative as the company scales, enters new markets, and faces new scrutiny.
Ensure Follow-the-Sun Coverage
Provide senior communications coverage across EMEA and adjacent timezones, ensuring continuity and responsiveness.
Own comms execution when the Global Head of Comms is offline — including media engagement, reactive issues, and internal alignment.
Be trusted to make decisions independently, with strong context and sound judgment, escalating when necessary.
Be a Hands-On Operator
Write, edit, and shape high-quality communications materials, including:
Media pitches and press releases
Founder and executive POVs
Op-eds, briefing documents, and messaging frameworks
Lead launches, announcements, and thought leadership initiatives end-to-end - from narrative development to execution.
Handle proactive and reactive media engagement with confidence, care, and credibility.
Advise and Support Senior Stakeholders
Partner with founders and senior leaders on messaging, narrative clarity, and external presence.
Prepare spokespeople for media, events, and high-stakes moments with crisp, practical guidance.
Act as a calm, credible comms presence during sensitive or ambiguous situations.
Build Scalable Comms Infrastructure
Create and maintain playbooks, templates, and processes that make communications easier to run globally.
Help operationalise the systems and standards set by the Global Head of Comms.
Coordinate with external agencies or partners where useful, without over-reliance.
Contribute to shaping what a future global communications team should look like as Heidi scales.
Experience
Strong background in top-tier communications or PR agencies, or equivalent in-house roles in scaling tech company (regulation experience a plus)
Proven experience operating at a strategic communications level - not just executing briefs.
Experience working closely with founders or senior executives.
Exposure to healthcare, health tech, AI, or other regulated or complex sectors is a strong plus.
Skills & Judgement
Excellent strategic thinking paired with exceptional execution.
Outstanding writing and editing skills with strong news sense.
Sound judgment under pressure; comfortable making decisions independently.
Ability to hold a global narrative while adapting to local contexts.
Working Style
Comfortable operating across timezones and async workflows.
Proactive, organised, and self-directed.
Opinionated but pragmatic - knows when to push and when to simplify.
Low-ego, high-standards, deeply reliable.
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 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 welcome all applicants as we're committed to promoting a culture of opportunity for all.