Applied AI Director (Account Management)

Title: Applied AI Director (Account Management) Location: New York 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. ABOUT THE ROLE We’re looking for an Applied AI Director to lead Heidi’s US Applied AI function, helping healthcare practices turn AI adoption into sustained clinical, operational, and commercial value. You’ll own the function’s strategy, execution, and commercial results across customer deployment, adoption, expansion, and renewal. Leading managers and their teams across specialty-focused pods, you’ll translate customer needs and Heidi’s product capabilities into clear priorities, realistic delivery plans, and a scalable operating model. You’ll bring experience developing leaders, making difficult resource decisions, and building a function that delivers consistently. Working closely with Product, Clinical Engineering, and other commercial leaders, you’ll ensure that customer insight shapes decisions and that the team’s effort translates into measurable customer value and growth. WHAT YOU’LL DO - Set the Applied AI strategy. Define your pod’s priorities and approach to deployment, adoption, and account growth, grounded in customer needs, commercial opportunity, and product capabilities. - Own commercial outcomes and the forecast. Be accountable for the function’s expansion, retention, and renewal performance. Maintain a reliable forecast, identify likely misses early, and lead corrective action. - Lead managers and develop the organization. Ensure managers translate functional priorities into effective team execution. Coach leaders, set clear expectations, and hold teams accountable for results. - Build a repeatable operating model. Establish clear ownership, planning, account reviews, deployment practices, and escalation paths so teams can execute effectively without relying on your involvement in every decision. - Make priority and resourcing decisions. Allocate capacity across pods and initiatives based on customer value, commercial impact, and delivery requirements. Redirect low-return work and resolve competing demands. - Keep customer reality central to decisions. Ensure the function’s roadmap and priorities reflect customer workflows, adoption barriers, and buying needs. Represent those insights in leadership discussions. - Use product expertise to guide strategy. Understand where Heidi’s capabilities create or limit opportunity, and work with Product and Clinical Engineering leaders to align customer commitments and deployment plans. - Turn ambiguity into committed action. Resolve unclear ownership, competing approaches, and organizational challenges into decisions, accountable owners, and executable plans. - Plan the organization ahead of demand. Maintain an 18-month headcount and capability plan, including future senior leadership needs, and partner with leadership on hiring and organizational design. - Strengthen cross-functional execution. Build effective relationships with peer department leaders, agree shared responsibilities and trade-offs, and communicate strategy and decisions clearly enough for other functions to plan around them. WHAT YOU’LL BRING - 10+ years of experience leading a customer-facing function in technology, such as applied AI, deployment, account management, customer success, or consultative solutions. - A track record of owning commercial outcomes and forecasts, with measurable results in customer adoption, expansion, and retention. - Experience managing managers and developing leaders who can deliver consistently through their teams. - Strong functional planning skills, including prioritization, capacity allocation, organizational design, and forward-looking hiring plans. - Experience building operating practices that support reliable execution across multiple teams or customer portfolios. - The product and technical fluency to assess deployment opportunities and constraints and use that understanding to shape functional strategy. - Strong commercial judgment and the ability to make and explain trade-offs between competing investments and initiatives. - Experience turning ambiguous functional challenges into clear decisions and plans that teams can execute. - Credibility with executive customers and internal leaders, supported by clear communication and strong cross-functional relationships. - A demonstrated ability to use customer insight to change priorities and improve business outcomes. STRONGLY APPRECIATED BUT NOT REQUIRED - Leadership experience in healthcare or health tech. - Experience scaling teams that deploy AI into complex clinical or operational workflows. - Experience overseeing portfolios with both seat-based and usage-based commercial models. THE WAY WE WORK 1. Live Forever — We build for healthcare’s next decade, not next quarter. We set outrageous targets, lead healthcare forward, and follow the evidence — even when it’s uncomfortable. 2. Practice Ownership — Everyone here carries the company. We raise the bar on hiring and excellence, own the outcome end-to-end, and focus on what matters over process. 3. Move Fast, Fix Faster — The more we do, the more we learn. We ship atoms daily, learn from every release, and stay precise at pace — Heidi never goes down. 4. Get Better — The best clinicians teach. So do we. We live in clinicians’ reality, bring warmth to the work, and choose clarity over cleverness. WHY YOU WILL FLOURISH WITH US - Generous Healthcare, Dental, and Vision benefit options 90%+ paid for by Heidi - 401k with 3% match - $100/month Healthy Heidis budget - $700/year learning & development budget - Recharge Days after major pushes - The rare chance to create a global impact as you immerse yourself in one of the leading healthtech startups