Customer Success Associate

Heidi Health

. Answer questions for Heidi’s SMB customers across countries and time zones .

Posted 11/7/2026full-timeCape Town • South AfricaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates a strong medical or clinical background with the ability to provide proactive and high-quality customer service to SMB clients. Capable of collaborating effectively with teams and managing multiple conversations under pressure while delivering memorable customer interactions.

Highest-signal resume keywords

Medical Or Clinical BackgroundCustomer Service ExcellenceProactive Problem SolvingFamiliarity With HubSpotFamiliarity With Intercom

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Open And Collaborative MindsetAbility To Juggle Multiple ConversationsCalm Under PressureBias For Action

Industry Keywords

Customer SuccessSMB CustomersCliniciansGPsHospital Doctors

About the role

Key responsibilities & impact

Answer questions for Heidi’s SMB customers across countries and time zones
Handle inbound questions through the shared email inbox with fast, accurate and useful responses
Collaborate with the support team and other Heidi teams to resolve customer issues
Book and run one-to-one training sessions proactively
Coach clinicians who are not receiving full value from Heidi
Identify opportunities to turn frustrated users into confident users
Advise and support colleagues around the world and share learnings
Handle repeatable administrative and internal requests from customer success and go-to-market teams
Help design and refine Heidi’s customer service motion by testing approaches and retaining what works
Deliver proactive, fast and high-quality service to SMB customers

Requirements

What you’ll need

Medical or clinical background; experience working in or close to a clinic or hospital
Understanding of the day-to-day reality, time constraints, stressors and administrative burden of GPs and hospital doctors
Ability to operate quickly, juggle multiple conversations and remain calm under pressure
Bias for action: willingness to pick up the phone, chase answers and solve problems
Ability to create proactive, memorable customer interactions
Familiarity with software such as HubSpot and Intercom is advantageous
Open and collaborative mindset
Must be able to work lawfully in the advertised location; applicants are asked about work authorization and sponsorship

Benefits

Comp & perks

24/7 mental health, coaching and wellbeing support through Sonder
£100/month Healthy Heidi’s stipend
26 weeks paid global parental leave for primary carers and 18 weeks for secondary carers, subject to eligibility
£7,000 one-off fertility support payment, eligibility applies
£700 per year for courses, books, memberships, conferences and more
£500 one-off home office budget
Recharge days after major milestones and busy periods
Work from anywhere for up to 4 weeks per year
10 days per year clinical leave for eligible clinical roles
Hybrid environment with 3 days in the office