Customer Systems Lead

WHO WE ARE

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.

THE ROLE

We’re hiring a Customer Systems Lead to help build a seamless, connected customer operating environment across Heidi.

Reporting to the Head of Customer Success, ANZ, this role will own the systems, tooling, integrations, and customer data flows that power the customer experience across Customer Success, Support, Implementations, and Product.

You will help ensure customer teams have the right information, at the right time, in the right systems — reducing operational friction, improving visibility, and enabling teams to focus more time on meaningful customer work.

This role is ideal for someone who loves systems thinking, operational architecture, automation, integrations, and creating elegant workflows across complex customer environments.

WHAT YOU WILL DO

OWN THE CUSTOMER SYSTEMS ECOSYSTEM

Manage and improve the systems that support the customer journey across CRM, support tooling, onboarding workflows, reporting, customer data, and operational platforms.

IMPROVE CONNECTED CUSTOMER EXPERIENCES

Help ensure customer information flows cleanly across systems and teams, reducing duplication, manual work, operational gaps, and inconsistent customer experiences.

BUILD INTEGRATIONS AND AUTOMATIONS

Partner with Product, Engineering, and Operations teams to improve integrations, workflows, automations, and operational scalability across customer systems.

IMPROVE VISIBILITY AND OPERATIONAL INTELLIGENCE

Help build better reporting, dashboards, lifecycle visibility, customer health signals, and operational insights that support customer-facing teams and leadership decision-making.

STREAMLINE TEAM WORKFLOWS

Identify opportunities to simplify how Customer Success and Support teams work day-to-day, helping reduce administrative burden and improve operational efficiency.

BE A BUILDER

Get into the detail, solve messy operational problems, and continuously improve the systems and workflows that power the customer experience.

WHAT WE WILL LOOK FOR

• Experience in Customer Systems, Revenue Operations, Customer Operations, Systems Administration, or Operations roles in SaaS or healthcare environments
• Strong systems-thinking mindset and comfort working across tooling, workflows, and integrations
• Experience with CRM and support platforms such as Salesforce, HubSpot, Zendesk, Intercom, Jira, Gainsight, or similar tools
• Experience building automations, improving workflows, and solving operational inefficiencies
• Strong analytical and problem-solving skills
• Ability to work cross-functionally across technical and operational teams
• Practical and hands-on, with a bias for action and continuous improvement

THE WAY WE WORK

BUILD TO LAST

We design for safety and reliability so clinicians, patients, and our teams can trust what we build every day.

OWN YOUR PRACTICE

Ideas rise on merit, not title, and everyone shares responsibility for the standards we set together.

MOVE FAST, STAY STEADY

We move quickly but never at the cost of trust. Progress only matters if people can depend on what we make.

MAKE OTHERS BETTER

Honest feedback, steady support, and shared growth keep our teams improving together.

WHY YOU WILL FLOURISH WITH US

• Flexible hybrid working, with 3 days in the office
• Monthly $150 AUD benefit to invest in your physical and mental wellbeing
• Recharge Days after major milestones and busy periods
• A generous personal development budget of $1000 AUD per annum
• Become an owner, with shares (equity) in the company, if Heidi wins, we all win
• A one-time home office setup contribution
• 26 weeks paid parental leave for primary carers, 18 weeks for secondary carers
• A fertility support benefit of $10,000 AUD covering IVF, egg freezing or sperm freezing
• 10 days per year dedicated to supporting clinicians in maintaining accreditation
• The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups
• If you have an impact quickly, the opportunity to fast track your startup career!

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.