Customer Success Analyst

The posting, as Heartflow wrote it

Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease, the #1 cause of death worldwide, using cutting-edge technology. The flagship product—an AI-driven, non-invasive cardiac test supported by the ACC/AHA Chest Pain Guidelines called the Heartflow FFR CT Analysis—provides a color-coded, 3D model of a patient’s coronary arteries indicating the impact blockages have on blood flow to the heart. Heartflow is the first AI-driven non-invasive integrated heart care solution across the CCTA pathway that helps clinicians identify stenoses in the coronary arteries (RoadMap™Analysis), assess coronary blood flow (FFR CT Analysis), and characterize and quantify coronary atherosclerosis (Plaque Analysis). Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare.

Heartflow is a publicly traded company (HTFL) that has received international recognition for exceptional strides in healthcare innovation, is supported by medical societies around the world, cleared for use in the US, UK, Europe, Japan and Canada, and has been used for more than 750,000 patients worldwide.

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 s

[…]
neering, 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
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.

Positions posted for Heartflow are not intended for or open to third party recruiters / agencies. Submission of any unsolicited resumes for these positions will be considered to be free referrals.

Heartflow has become aware of a fraud where unknown entities are posing as Heartflow recruiters in an attempt to obtain personal information from individuals as part of our application or job offer process. Before providing any personal information to outside parties, please verify the following: A) all legitimate Heartflow recruiter email addresses end with “@heartflow.com” and B) the position described is found on our careers site at www.heartflow.com/about/careers/ .