Skip to main content
Heartflow logo

Customer Success Manager

Heartflow
4 days ago
Full-time
On-site
London, England, United Kingdom
£60,000 - £70,000 GBP yearly
Customer Success Manager

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