Customer Success Manager

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.