Implementation Manager

We’re Heidi. We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. In just 18 months, our clinical AI products have absorbed the administrative chaos of 73 million patient visits. Today, we support over 2.5 million patient sessions a week across 190+ countries. Healthcare systems are failing us; clinicians spend more time on documentation than on patients, and the human connection that makes medicine worth practicing is eroding. Our mission is simple: double the world’s healthcare capacity and strengthen the human connection at its heart. We found product-market fit with a freemium medical scribe that clinicians love. Now, we're expanding. Every task a clinician hands to Heidi is a patient who feels more attended to, a health system unclogged, and a clinician who gets to be a clinician again. If you don’t choose easy and you want to build something way bigger than yourself then, choose the challenge, choose Heidi. Why this role exists right now Enterprise, hospital and health network customers are Heidi's fastest-growing segment, and we're scaling the team to match. This hire is joining at a point where the work they do in their first few months sets the tone for how every customer after them experiences Heidi. Getting them set up for success early isn't a nice-to-have, it's the job. What you'll actually do Own complex, concurrent Enterprise implementations with the goal of driving account adoption and user activation Act as a trusted consultant - serving as the expert to both customers and internal teams on what's needed set up the account and drive adoption Drive each implementation to achieving early value and activating on-time Build relationships with executive and operating stakeholders, keeping momentum and holding customers accountable to key milestones along the way Design and run tailored 1:many or train-the-trainer sessions that lead customers to the "Aha moment" for their organisation Become a subject matter expert in Heidi, so you can confidently show clinicians how features solve real problems Collaborate with the Account Executive and Customer Success Manager on shared accounts - gaining alignment and raising risks or growth opportunities you spot along the way. Collect customer feedback to improve onboarding and adoption playbooks. What we need from you 3+ years in implementation, project management, or onboarding; including 2+ years leading enterprise implementations inside a SaaS company Experience delivering one:many training Skilled managing relationships with senior customer stakeholders through a project lifecycle Able to manage multiple complex projects at once, keeping them moving efficiently with no unnecessary delays so customers get live promptly Experience using activation/usage data and frontline account insight to catch risks early, drive adoption, and influence what Product, Sales, or Engineering prioritize Quick to develop deep product expertise and translate it into how it solves real clinical workflows, you don't need healthcare experience, but you do need the aptitude to get there fast Comfortable operating with ambiguity and building processes from scratch, rather than just executing an existing playbook Nice to have Experience in healthcare, health-tech, or another regulated industry is a strong plus Clinical knowledge Familiarity with EHR/EMR systems (e.g. Epic, Cerner, Best Practice, MedicalDirector) Experience with LMS or training platforms (e.g. Lessonly, WorkRamp, Docebo, Articulate) Familiarity with SSO/identity and technical concepts (e.g. SAML, SCIM) What success looks like 30 days: Strong grasp of Heidi and the implementation model. You're supporting live implementations, while independently delivering 1:many training sessions effectively. 60 days: You're independently leading 2+ enterprise implementations, on track against their milestones. 90 days: You're carrying a full caseload of 5+ implementations, all tracking on-time against 12-week milestones. How we show up Build for the next decade, not next quarter . Our targets are outrageous on purpose. The world's health doesn't have the luxury of incrementalism. Lead, don't wait . We treat tomorrow's problems today. Sometimes we build what's needed before it's wanted, and we're fine with that. Follow the evidence . Trust the patient. We pursue truth relentlessly. But when the subjective and objective disagree, we treat the patient, not the numbers. Ego is a comorbidity we can't afford. Own the outcome . Everyone here carries the company. Raise problems with solutions, solve them end-to-end, and never be a bystander. Ship, measure, go again . A button today, a workflow tomorrow. More iterations beat better planning. We're precise at pace, not reckless. Live in clinicians' reality . Not the ideal workflow, the twenty-patients-before-lunch actual one. We build for exhausted humans, and we'd better be decent ones while we do it. Why Heidi? You’ll join a team focused on real-world impact over imaginary valuations and glossy PR. We live and breathe the challenges of modern health systems, and are laser-focused on exacting the change we’d like to see. We’re medicos, engineers, builders, and designers who’ve felt the moral and practical toll of what non-care feels like. True A-players progress extremely fast here. The nature of the scale-up game is demanding, but we value sustainable performance and mental health. You're trusted to perform, and you set your schedule. We operate on outcomes > inputs, not process theatre. We all take the bins out, metaphorically and literally. Building what we’re building isn’t always easy. But we didn’t choose easy, we chose to build something that actually matters. We hold ourselves to a higher standard because healthcare demands it. If you join Heidi, you recognise that the deeper question isn’t whether AI can solve the global healthcare crisis, but whose hands will shape it. The work is hard, but you will trust and admire the people you work beside, and rest easy knowing you’re doing the defining work of your career. We take care of you. We offer a $1,000 annual learning and development budget, a $150/month health and wellness allowance, a $500 home office budget, 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave, fertility support up to $10,000, four weeks of work from anywhere per year, and serious equity.