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Customer Systems Lead
Full-time
Heidi is building the future of healthcare by giving every clinician an AI Care Partner, supporting over 2.5 million patient sessions a week across 190+ countries. We're hiring a Customer Systems Lead to build a seamless, connected customer operating environment. Reporting to the Head of Customer Success, ANZ, this role owns the systems, tooling, integrations, and customer data flows that power the customer experience across Customer Success, Support, Implementations, and Product.
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, and operational platforms.
Improve connected customer experiences — ensure customer information flows cleanly across systems and teams, reducing duplication, manual work, and inconsistency.
Build integrations and automations — partner with Product, Engineering, and Operations to improve integrations, workflows, and operational scalability.
Improve visibility and operational intelligence — build better reporting, dashboards, lifecycle visibility, and customer health signals.
Streamline team workflows — simplify how Customer Success and Support teams work day-to-day.
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, or Gainsight.
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.
