---
title: 'Customer Success Manager at Heartflow'
canonical: 'https://feeny.ai/job/customer-success-manager-heartflow-london-england-s5mka3skdjes'
type: 'job'
last_seen: '2026-09-07'
---

# Customer Success Manager at Heartflow

- **Company:** Heartflow
- **Location:** London England, United Kingdom
- **Work type:** remote
- **Posted:** 2026-09-03
- **Last confirmed live:** 2026-09-07
- **Apply:** https://job-boards.greenhouse.io/heartflowinc/jobs/6181918004

## Job description

Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease, the #1 cause of death worldwide, using cutting-edge technology. The flagship product—an AI-driven, non-invasive cardiac test supported by the ACC/AHA Chest Pain Guidelines called the Heartflow FFRCT Analysis—provides a color-coded, 3D model of a patient’s coronary arteries indicating the impact blockages have on blood flow to the heart. Heartflow is the first AI-driven non-invasive integrated heart care solution across the CCTA pathway that helps clinicians identify stenoses in the coronary arteries (RoadMap™Analysis), assess coronary blood flow (FFRCT Analysis), and characterize and quantify coronary atherosclerosis (Plaque Analysis). Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare.

Heartflow is a publicly traded company (HTFL) that has received international recognition for exceptional strides in healthcare innovation, is supported by medical societies around the world, cleared for use in the US, UK, Europe, Japan and Canada, and has been used for more than 500,000 patients worldwide.

Location: UK

Function: Customer Success

Employment Type: Permanent, full-time

Reports to: EMEA Leader

## Role Overview

The Customer Success Manager is a senior clinical and operational leadership role responsible for driving the successful implementation, adoption, optimization, and long-term utilization of Heartflow solutions across the most complex and strategically important customer accounts in EMEA.

This role combines advanced cardiac CT clinical applications expertise with senior-level implementation leadership. The Customer Success Manager acts as the primary clinical and operational authority for hospital accounts, owning the full customer lifecycle from complex onboarding through mature, expanding adoption, while acting as a regional escalation point and subject matter expert for the wider Customer Success team.

This role is expected to shape and standardize implementation practice across the region: building playbooks, working alongside  experienced Customer Success and Implementation colleagues, and representing UK/EMEA implementation needs in discussions with sales and other cross-functional stakeholders.

This is a highly customer-facing, role requiring strong clinical credibility, senior-level communication, operational discipline, and the ability to operate autonomously on the most demanding initiatives.

## Key Responsibilities

Senior Implementation Leadership

- Own and lead implementation of Heartflow solutions into new and existing customer accounts across EMEA, including the most complex, high-visibility, or multi-site deployments.
- Lead implementation projects for new products, features, or workflow changes, setting the regional approach for future rollouts.
- Define and manage implementation timelines, milestones, training plans, and issue resolution, with accountability for outcomes across multiple concurrent projects.
- Act as the senior escalation point for implementation and clinical workflow issues that cannot be resolved by other Customer Success or Implementation team members.
- Support integration of Heartflow workflows into hospital clinical pathways and operational processes, advising customers at a strategic as well as operational level.

Clinical Applications, Product Expertise & Education

- Act as the senior subject matter expert on Heartflow products, workflows, and user interfaces across the region.
- Design and deliver structured education and training programs for radiologists, radiographers, cardiologists, and referring clinicians, including train-the-trainer initiatives.
- Train customers and commercial teams on patient preparation, CCTA acquisition, reconstruction, image quality requirements, and HeartFlow workflow best practices.
- Provide on-site and remote applications support for HeartFlow analyses and workflow optimization, prioritizing the most complex or sensitive cases.
- Support protocol optimization across multiple CT vendor platforms and provide clinically relevant, technical responses to complex customer and commercial inquiries.
- Develop competency-based educational pathways, customer adoption plans, and case libraries, digital learning content, and workflow documentation.

Customer Success & Account Optimization

- Act as the primary post-sale operational and clinical contact for strategically important customer accounts.
- Drive customer engagement, utilization growth, and long-term adoption success, evaluating workflows and recommending process improvements to maximize clinical and operational value.
- Monitor customer adoption metrics, identify opportunities for optimization and expansion, and document feedback, training, complaints, and resolutions within company CRM systems.
- Support commercial growth by helping design solutions, data insights, and tools that improve account outcomes.

Operational Excellence, Analytics & Continuous Improvement

- Establish and run operational mechanisms supporting customer success and implementation execution across EMEA.
- Track, analyze, and communicate key operational and customer success metrics to regional leadership.
- Lead the design, standardization, and continuous improvement of customer-facing implementation processes, playbooks, and training standards across the region.
- Identify operational bottlenecks and propose and implement scalable solutions to improve customer experience and internal efficiency.

Cross-Functional & Regional Leadership

- Partner closely with commercial, medical, marketing, technical, and product teams to support customer success and implementation initiatives.
- Collaborate regularly with US-based counterparts to align on product updates, escalations, process improvements, customer feedback, and operational priorities, representing the EMEA implementation perspective.
- Serve as a senior liaison between EMEA customer needs and global product or operational teams.
- Lead or contribute significantly to educational workshops, user meetings, congresses, and customer-facing events.

Required Qualifications

- Bachelor's degree or equivalent experience in medical imaging, radiography, healthcare sciences, engineering, or a related field.
- 5+ years of relevant clinical, technical, or customer-facing experience in cardiac CT / CCTA imaging, or equivalent advanced experience.
- Demonstrated experience in clinical applications, implementation, customer success, or healthcare technology support, including ownership of complex or high-stakes accounts.
- Strong understanding of hospital workflows and healthcare technology implementation, including multi-stakeholder environments.
- Proven project management experience, with the ability to manage multiple concurrent, complex projects (certification a plus).
- Experience interpreting operational metrics and customer analytics to inform decisions.
- Excellent presentation, communication, and stakeholder management skills, including experience engaging senior clinical and hospital leadership.
- Demonstrated ability to mentor or informally lead colleagues, and to shape process or practice beyond an individual account.
- Self-starting, highly execution-oriented, and comfortable operating autonomously in a field-based environment.
- Ability to travel approximately 30-40% across UK / EMEA.

## Preferred Qualifications

- Radiographer or clinical imaging background.
- Familiarity with healthcare IT systems including PACS and EMR environments.
- Experience delivering customer education programs, train-the-trainer initiatives, or clinical training at scale.
- Experience working across multiple CT scanner platforms and healthcare systems.
- Prior experience in SaaS, digital health, or AI-enabled healthcare technologies.
- Experience supporting operational dashboards, analytics, or process improvement initiatives.

Core Competencies

Clinical credibility, senior stakeholder management, product and workflow expertise, operational execution, project leadership, analytical thinking, process improvement and standardization, autonomy, adaptability, teamwork, and commitment to improving patient care.

A reasonable estimate of the base salary compensation range is £60,000 - £70,000 per year. This position is eligible for commission-based earnings. Heartflow is an Equal Opportunity Employer. We are committed to a work environment that supports, inspires, and respects all individuals and do not discriminate against any employee or applicant because of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. This policy applies to every aspect of employment at Heartflow, including recruitment, hiring, training, relocation, promotion, and termination.

Positions posted for Heartflow are not intended for or open to third party recruiters / agencies. Submission of any unsolicited resumes for these positions will be considered to be free referrals.

Heartflow has become aware of a fraud where unknown entities are posing as Heartflow recruiters in an attempt to obtain personal information from individuals as part of our application or job offer process. Before providing any personal information to outside parties, please verify the following: A) all legitimate Heartflow recruiter email addresses end with “@heartflow.com” and B) the position described is found on our careers site at [www.heartflow.com/about/careers/](https://www.heartflow.com/about/careers/).

## About Heartflow

## Company Overview
- **One-liner**: Heartflow is a medical technology company that leverages AI to create personalized 3D models of the heart from a single CT scan, enabling clinicians to diagnose, treat, and manage coronary artery disease (CAD) non-invasively.
- **Entity Type**: Public (NASDAQ: HTFL) – IPO in 2025
- **Headquarters**: San Francisco, California, USA
- **Founded**: 2007
- **Founders**: Not publicly listed on primary company pages; the company was founded by a team including Dr. Charles Taylor (inventor of the core technology). *Note: Founders not explicitly named on the main website.*

## Core Business
- **Primary Industry**: Medical Technology / HealthTech / AI-Driven Diagnostics (Cardiology)
- **Target Customers**: B2B – Hospitals, health systems, and cardiology clinics; the end-users are clinicians (cardiologists, radiologists) and the ultimate beneficiaries are patients with suspected or known CAD.
- **Mission/Purpose**: To transform coronary artery disease (CAD) from the leading cause of death into a disease that can be managed for life.

## Products & Services
- **Heartflow One Platform**: The company’s core AI-driven, non-invasive precision coronary care platform. It provides a suite of analyses from a single Coronary CTA (CCTA) scan:
    - **Roadmap™ Analysis**: Visualizes the coronary anatomy and assesses blood flow anywhere in the coronary tree.
    - **FFRct Analysis**: Computes Fractional Flow Reserve from CT, determining the functional significance of a blockage (the original, most established product).
    - **Plaque Analysis**: Quantifies and characterizes plaque to inform risk stratification and disease management.
    - **Type**: SaaS/Software-as-a-Medical-Device (SaMD) integrated into clinical workflow.

## Market Standing
- **Valuation/Market Cap**: Not publicly available from the provided sources. As a recently public company (2025), market cap fluctuates. *Source: LinkedIn indicates a 2025 IPO.*
- **Key Metric**: Over **650,000 patients treated**; over **1,800 institutions** using the platform; **99.5% of U.S. lives covered** for FFRct Analysis.
- **Notable Investors/Partners**: Not listed in the provided search results. The company is now public.
- **Growth Signals**:
    - Supported by scientific statements from the American College of Cardiology (ACC) and American Heart Association (AHA) for personalized CAD management.
    - Late-breaking data at AHA 2025 reinforced the prognostic power of its Plaque Analysis.
    - Growing evidence base across the CAD care continuum, from risk stratification to CT-guided intervention planning.
    - Backed by **>625 peer-reviewed publications**.
    - LinkedIn follower growth: +32% year-over-year, indicating strong brand and market interest.

## Competitive Advantages
- **First-Mover & Gold Standard in FFRct**: Heartflow created the FFRct technology category and has the most robust clinical evidence base (over 625 peer-reviewed publications) and guideline support (ACC/AHA).
- **Integrated Platform (Heartflow One)**: It is the only complete, non-invasive, precision coronary care platform that covers the entire guideline-directed CCTA pathway (anatomy, physiology, and plaque).
- **Massive Clinical & Reimbursement Moat**: Achieving 99.5% U.S. lives covered creates an enormous barrier to entry for competitors, as reimbursement and clinical adoption are already deeply established.
- **AI-First, Non-Invasive Solution**: Replaces invasive diagnostic procedures (cardiac catheterization) with a safer, cheaper, and more comfortable CT scan, aligning with the industry shift toward value-based care.

## Strategic Focus
- **Deepening the Evidence Base**: Continuing to publish clinical data to expand the use cases for its platform (e.g., from diagnosis to guiding interventions).
- **Global Expansion**: Operating in the US, Europe, and Japan, with a focus on expanding access and adoption in these key markets.
- **Platformization**: Moving from a single product (FFRct) to a comprehensive CAD management platform (Heartflow One) that manages patients from screening through treatment.
- **Lifecycle Management**: Shifting the narrative from a one-time diagnostic test to a tool for managing CAD for the patient's entire life.

## Why Work Here
- **Mission-Driven**: The work directly impacts the world's leading cause of death. The company culture emphasizes a "patient-first" mentality.
- **Remote-First Culture**: The company is remote-first with employees across the US, Europe, and Japan. Hubs include San Francisco (HQ), Austin, London, and Tokyo.
- **Strong Benefits**: Medical/Dental/Vision (90% of premium paid by company), 401k match, parental leave, flexible PTO, and an Employee Assistance Program (EAP).
- **Engineering & Clinical Excellence**: A high-caliber team of engineers, data scientists, and clinicians working on cutting-edge AI in a regulated medical environment. The tech stack involves complex 3D modeling, AI/ML, and cloud infrastructure.
- **Growth Stage**: As a recently public company with strong adoption, it offers a balance of startup energy and established market stability. High growth potential in a mission-critical field.

## Sources
1. [heartflow.com (Company Overview)](https://www.heartflow.com/)
2. [heartflow.com (About Us)](https://www.heartflow.com/about/)
3. [heartflow.com (Careers Page)](https://www.heartflow.com/about/careers/)
4. [Greenhouse (Job Board)](http://job-boards.greenhouse.io/heartflowinc)
5. [LinkedIn (Company Profile)](https://www.linkedin.com/company/heartflow-inc)

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- [Regional Customer Success Director - Southeast](https://feeny.ai/job/regional-customer-success-director-southeast-heartflow-united-states-kbmqcrwk637m) — United States
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