Customer Success Analyst

The 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 capacity models, analyze support ticket data, and deliver dashboards to leadership.

What you will do

• Build and maintain capacity models for Customer Success and Support teams
• Analyze Salesforce case data to identify volume drivers and root causes
• Define and track core operational KPIs
• Develop and refine customer health scoring and adoption tracking
• Measure onboarding performance and ramp of newly launched sites
• Build and maintain Tableau dashboards and recurring reports
• Partner with Sales Operations and Salesforce administrators to improve data quality
• Apply LLMs and AI tools to classify and summarize ticket text
• Lead deep-dive analyses on cross-functional questions
• Follow Heartflow data handling policies

Required qualifications

• 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
• At least 2 years supporting Customer Success, Support, or Customer Operations teams
• Proven track record building capacity or headcount models and support ticket analytics
• Advanced SQL skills and comfort working in a cloud data warehouse
• Strong experience building dashboards in Tableau or a comparable BI tool
• Deep working knowledge of Salesforce (Service Cloud and Sales Cloud)
• Demonstrated, regular use of AI tools to accelerate analysis and write code
• Working proficiency in Python for data wrangling, automation, and analysis
• Strong Excel and modeling skills
• Ability to turn complex analysis into concise, compelling stories

Nice to have

• SOQL experience
• experience with text analytics or NLP techniques
• experience in medical device, healthcare technology, or B2B SaaS environments serving hospital or health system customers
• experience with customer success platforms (e.g., Gainsight, ChurnZero)
• experience with customer survey or NPS programs

About the company

Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease using cutting-edge technology. The company is a publicly traded company (HTFL) that provides an AI-driven, non-invasive cardiac test.