At a Glance
- Tasks: Lead the implementation of innovative Heartflow solutions in hospitals across EMEA.
- Company: Join a pioneering healthcare tech company focused on improving patient care.
- Benefits: Competitive salary, commission opportunities, and a supportive work environment.
- Other info: Dynamic role with travel opportunities and a commitment to diversity and inclusion.
- Why this job: Make a real impact in healthcare while developing your leadership skills.
- Qualifications: 5+ years in clinical or customer-facing roles; strong communication and project management skills.
The predicted salary is between 51750 - 63250 £ per year.
Location
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 Heart Flow workflow best practices.
- Provide on-site and remote applications support for Heart Flow 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 Saa S, 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.
Heartflow is an Equal Opportunity Employer.
We are committed to a work environment that supports, inspires, and respects all individuals and do not discriminate against any employee or applicant because of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
This policy applies to every aspect of employment at Heartflow, including recruitment, hiring, training, relocation, promotion, and termination.
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Customer Success Manager London employer: Meeveem Limited
Meeveem Limited is an excellent employer for general practitioners, offering a supportive and flexible work environment that prioritises professional growth and work-life balance. With full indemnity cover, NHS Pension, and generous leave, our team members enjoy a culture of collaboration and continuous development across our two sites, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Meeveem Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Meeveem Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Meeveem Limited:Your cover letter is your chance to shine! Tell us why you want to work at Meeveem Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Meeveem Limited!
How to prepare for a job interview at Meeveem Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
