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HeartFlow is a publicly traded medical technology company (HTFL) that develops AI-driven cardiac diagnostic solutions, including the flagship HeartFlow FFR_CT Analysis—a non-invasive test for coronary artery disease diagnosis. The company's products have been used for over 500,000 patients worldwide and are cleared in the US, UK, Europe, Japan, and Canada.
The Customer Success Manager is a senior clinical and operational leadership role responsible for driving successful implementation, adoption, and optimization of HeartFlow solutions across strategically important customer accounts in EMEA. This role combines advanced cardiac CT clinical expertise with senior-level implementation leadership, serving as the primary clinical and operational authority for hospital accounts.
Key responsibilities include:
**Senior Implementation Leadership**: Own and lead complex implementations of HeartFlow solutions into new and existing customer accounts, including multi-site deployments. Lead implementation projects for new products and features, setting regional approaches for future rollouts. Define and manage implementation timelines, training plans, and issue resolution across multiple concurrent projects. Act as the senior escalation point for implementation and clinical workflow issues. Support integration of HeartFlow workflows into hospital clinical pathways at both strategic and operational levels.
**Clinical Applications & Product Expertise**: Serve 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. Provide on-site and remote applications support for complex cases. Support protocol optimization across multiple CT vendor platforms and provide clinically relevant responses to complex inquiries. Develop competency-based educational pathways, adoption plans, case libraries, and workflow documentation.
**Customer Success & Account Optimization**: Act as the primary post-sale operational and clinical contact for strategically important accounts. Drive customer engagement, utilization growth, and long-term adoption success. Monitor adoption metrics, identify optimization opportunities, and document feedback and resolutions in CRM systems. Support commercial growth by helping design solutions and providing data insights.
The role reports to the EMEA Leader and is expected to shape and standardize implementation practice across the region, working alongside experienced Customer Success and Implementation colleagues. This is a highly customer-facing position requiring strong clinical credibility, senior-level communication, operational discipline, and autonomous work on demanding initiatives.
