Customer Systems Lead at Heidi (Melbourne, Australia)Customer Systems Lead

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.

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.

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.

• 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

• 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.

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.