Customer Success Manager

Overview

In this role you will lead the end-to-end implementation and adoption of Heartflow solutions across EMEA, acting as the clinical and operational authority for hospital accounts. You will shape regional rollout strategies, build training and education programs, and drive long-term usage and value realization. You’ll collaborate with cross-functional teams to align product and clinical workflows with customer needs, tackling complex, high-visibility deployments. This is a mission-critical role at a fast-growing, AI-driven heartcare company.

Pay / Benefits

• base salary 60,000-70,000 per year
• commission-based earnings

Responsibilities

• Own end-to-end implementation of Heartflow solutions across EMEA, including complex, multi-site deployments
• Lead rollout projects for new products or workflow changes and define regional approaches
• Define timelines, milestones, training plans, and issue resolution with cross-project accountability
• Serve as the senior escalation point for implementation and clinical workflow issues
• Support integration of Heartflow workflows into hospital pathways and operations
• Act as senior subject matter expert on Heartflow products, workflows, and UI across the region
• Design and deliver education and training programs for radiologists, radiographers, cardiologists, and referring clinicians
• Train customers and commercial teams on patient prep, CCTA acquisition, reconstruction, and workflow best practices
• Provide on-site and remote support for analyses and workflow optimization
• Support protocol optimization across multiple CT vendors and respond to complex inquiries
• Develop competency-based education paths, adoption plans, and digital learning content
• Maintain primary post-sale operational/clinical contact for key accounts
• Drive adoption and utilization growth; evaluate workflows for process improvements
• Track adoption metrics and capture feedback in CRM
• Support commercial growth by designing data-driven solutions for better outcomes
• Establish and run regional operational mechanisms for customer success and implementation
• Track and communicate key metrics to leadership; lead standardization of processes and training
• Collaborate with cross-functional teams and regional peers to align on product updates and priorities
• Lead or contribute to educational workshops, user meetings, and events

Key requirements

• Bachelor’s degree or equivalent in medical imaging, radiography, healthcare sciences, engineering, or related field
• 5+ years of clinical, technical, or customer-facing experience in cardiac CT/CCTA imaging or equivalent
• Proven experience in clinical applications, implementation, customer success, or healthcare tech support with ownership of complex accounts
• Strong understanding of hospital workflows and healthcare technology implementation in multi-stakeholder settings
• Project management experience with multiple concurrent projects; certification a plus
• Experience interpreting operational metrics and customer analytics for decision making
• Excellent presentation, communication, and stakeholder management, including senior clinical leadership
• Demonstrated ability to mentor or lead colleagues and influence beyond a single account
• Self-starter, execution-focused, autonomous in field settings
• Ability to travel ~30-40% across UK/EMEA

• Clinical credibility
• Senior stakeholder management
• Product and workflow expertise
• Cardiac CT/CCTA imaging expertise
• Healthcare technology support
• SaaS/digital health experience

…