Customer Success Analyst

Heartflow is transforming how coronary artery disease is diagnosed and managed. The Heartflow platform, including the Heartflow FFRCT Analysis and Plaque Analysis, is used by hospitals, imaging centers, and physician practices across the country, and keeping those customers successful at scale is central to our growth. We are looking for a Customer Success Analyst to join the Strategic Analytics team and serve as the analytical engine behind our Customer Success and Support organizations.

In this role, you will own the data, models, and insights that help Customer Success leaders decide how to staff, where to focus, and what to fix. You will build headcount and capacity models, turn support ticket data into clear themes and root causes, track customer health and adoption across our site base, and deliver dashboards and analyses that leadership relies on. You will work closely with Customer Success, Support, Sales Operations, Finance, and Product, translating operational questions into rigorous analysis and practical recommendations.

We are an AI-forward analytics team. The ideal candidate is someone who already uses AI tools as a core part of how they work, from accelerating SQL and Python development to classifying and summarizing unstructured ticket data, and who is excited to help build the automated, AI-assisted workflows that will define how Customer Success operates at Heartflow.

Job Responsibilities:

• Capacity & Headcount Planning: Build and maintain capacity models for Customer Success and Support teams, linking case volume, site growth, ticket demand, and handle time to staffing needs; support annual planning and in-year headcount decisions.
• Support Ticket Insights: Analyze Salesforce case data to identify volume drivers, recurring issues, root causes, and trends by site, product, and issue type; translate findings into actionable recommendations for Support, Product, and Operations.
• Support Operations Metrics: Define and track core operational KPIs such as ticket volume, first response time, time to resolution, backlog, SLA attainment, escalation rates, and workload distribution.
• Customer Health & Retention: Develop and refine customer health scoring, adoption and utilization tracking, and early-warning indicators of churn or declining engagement; partner with CS leaders to prioritize proactive outreach.
• Onboarding & Time-to-Value: Measure onboarding performance and ramp of newly launched sites, identifying where customers stall and what drives faster adoption.
• Dashboards & Executive Reporting: Build and maintain Tableau dashboards and recurring reports for CS and executive audiences, with clear narratives on what changed, why, and what to do about it.
• Salesforce Data & Process: Partner with Sales Operations and Salesforce administrators to improve case and account data structures, ticket categorization taxonomy, and data quality so the data supports reliable analysis.
• AI-Enabled Analytics & Automation: Apply LLMs and AI tools to classify, cluster, and summarize ticket text and customer feedback; automate recurring reporting and data pipelines; and evaluate AI outputs for accuracy and consistency.
• Ad Hoc Analysis: Lead deep-dive analyses on cross-functional questions, framing the problem, choosing the right method, and presenting findings to stakeholders at all levels.
• Data Stewardship: Follow Heartflow data handling policies, including appropriate safeguards for any customer or patient-related information encountered in support data.

Skills Needed:

• CS Operations Expertise: Hands-on experience in Customer Success or Support Operations, including capacity and workforce planning and deriving insights from support ticket data.
• SQL: Advanced SQL skills and comfort working in a cloud data warehouse (Amazon Redshift or similar), including complex joins, window functions, and deduplication logic.
• BI & Visualization: Strong experience building dashboards in Tableau or a comparable BI tool, with an eye for clear, decision-oriented design.
• Salesforce Fluency: Deep working knowledge of Salesforce (Service Cloud and Sales Cloud), including the case and account data model, reports and dashboards, and extracting data for analysis; SOQL experience is a plus.
• AI Fluency: Demonstrated, regular use of AI tools (e.g., Claude, ChatGPT, Copilot) to accelerate analysis, write code, and process unstructured text; familiarity with prompt design, semantic models, LLM-based classification, and validating AI-generated outputs.
• Python: Working proficiency in Python (pandas or similar) for data wrangling, automation, and analysis; experience with text analytics or NLP techniques is a plus.
• Modeling & Forecasting: Strong Excel and modeling skills, including scenario-based capacity and demand forecasting.
• Communication: Ability to turn complex analysis into concise, compelling stories for both operational teams and senior leadership.
• Ownership & Judgment: Self-directed, detail-oriented, and comfortable with ambiguity; able to define metrics carefully and push back when data does not support a conclusion.

Educational Requirements & Work Experience: 

• Bachelor’s degree in a quantitative or analytical field such as Business Analytics, Economics, Statistics, Engineering, Computer Science, or equivalent practical experience.
• 3-5+ years of experience in analytics, with at least 2 years supporting Customer Success, Support, or Customer Operations teams.
• Proven track record building capacity or headcount models and support ticket analytics used to inform staffing and operational decisions.
• Preferred: experience in medical device, healthcare technology, or B2B SaaS environments serving hospital or health system customers.
• Preferred: experience with customer success platforms (e.g., Gainsight, ChurnZero) and customer survey or NPS programs.

The salary range for this position is $135,000 - $170,000 and cash bonus. #LI-Hybrid