Regional Customer Success Director

<div class="content-intro"><p>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<sub>CT </sub>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<sub>CT </sub>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.</p> <p>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 500,000 patients worldwide.  </p></div><p>The Regional Customer Success Leader (RCSL) is a full-time leadership position reporting to the VP of Customer Success. The role is focused on the delivery of the Heartflow One platform. You will operate within a complex cross-functional commercial environment, leading a multi-disciplinary team to ensure that customers within your assigned territories successfully adopt Heartflow’s diagnostic pathway and solutions. Your primary focus is team execution—ensuring that every implementation and customer engagement meets our high standards for quality and efficiency.</p> <p><strong>Job Responsibilities:</strong></p> <p>For assigned commercial territories, align with cross-functional commercial leaders on goals and objectives, and enable your team, region, and national initiatives:</p> <ul> <li><strong>Direction & Accountability:</strong> Thought Partnership - Focus on execution within established plans. Oversee daily operations for a multi-disciplinary team (e.g. Implementation Managers, Clinical Specialists, Solutions Engineers, etc.). </li> </ul> <p style="padding-left: 40px;">Ensure all tasks are completed on time and adhere to standard operating procedures (SOPs) and Quality Management Systems (QMS). Accurately report team execution status.</p> <p style="padding-left: 40px;">Focus on operational refinement and optimization for assigned commercial territories. Proactively identify and mitigate risks, implement process improvements. </p> <p style="padding-left: 40px;">Trusted advisor on Customer Success vision and strategy.  Provides key input on organizational-level KPIs, optimizing quality management system and compliance policies, resourcing and budget needs. May lead national initiatives.</p> <ul> <li><strong>Influence & Communication:</strong> Regional Alignment - Deliver clear communication to the team to ensure the team understands all implementation requirements, deadlines, and immediate rationale for decisions.</li> </ul> <p style="padding-left: 40px;">Accurately report on team execution status, including implementation forecast, cycle times, imaging acceptance rates, etc.  Accountable for customer feedback collection, documentation, and handling of customer issues. </p> <p style="padding-left: 40px;">Influence direction and drive execution across cross-functional dependencies within assigned commercial territories. Communicate complex technical/operational initiatives to regional stakeholders (e.g., sales, reimbursement, medical affairs, etc.) to drive alignment and gain buy-in.</p> <p style="padding-left: 40px;">Represents the function to the broader organization and external partners. Communicate complex technical/operational initiatives to cross-functional business stakeholders (e.g., product, quality and regulatory, etc.) to gain buy-in and manage expectations. </p> <ul> <li><strong>Talent Development:</strong> Mentorship - Provide timely, behavior-specific feedback to direct reports. Focus on skill development and performance management to meet KPIs.</li> </ul> <p style="padding-left: 40px;">Focus on developing a leadership talent pipeline and defining clear growth paths for direct reports.  Mentor people leaders (outside of reporting structure).</p> <ul> <li><strong>Conflict & Escalation Management:</strong> Conflict Resolution - Address interpersonal team conflicts.  </li> </ul> <p style="padding-left: 40px;">Mediates and resolves systemic conflicts between cross-functional teams.  Resolves critical roadblocks or resource needs for complex scenarios</p> <p style="padding-left: 40px;">Directly handles basic and complex customer escalations.</p> <p style="padding-left: 40px;">Appropriately escalates to the next level leader.</p> <ul> <li><strong>Emotional Intelligence & Integrity:</strong> Ethical Stewardship - Maintains composure under pressure and models professional behavior. Actively manages stress and burnout for direct reports.</li> </ul> <p style="padding-left: 40px;">Adjusts leadership style based on the maturity and needs of individuals. Consistently promotes psychological safety and inclusive behavior across the group.</p> <p style="padding-left: 40px;">Trusted advisor on sensitive organizational issues. Sets the ethical and cultural tone for the entire function, ensuring values are embedded in decisions.</p> <p><strong>Skills Needed:</strong></p> <ul> <li>Excellence is expected across the following areas:</li> <ul> <li>cross-functional leadership, demonstrating influence and tact</li> <li>problem-solving ability, especially under pressure</li> <li>verbal and written communication skills</li> </ul> </ul> <ul> <li>Must demonstrate:</li> <li>Ability to achieve operational excellence, including executing processes and measuring KPIs</li> <li>Self-motivation and initiative to define change and lead initiatives through completion</li> <li>High customer-focused mentality</li> <li>Knowledge of hospital workflows and information technology (IT) implementation</li> <li>Ability to explain medical technologies to physicians and hospital leadership</li> <li>Cardiology or medical imaging background is a plus</li> </ul> <p><strong>Educational Requirements & Work Experience:  </strong></p> <p>Experience: </p> <ul> <li>Track record of success in roles of increasing responsibility</li> <li>Background introducing new cardiovascular, medical imaging, or complex IT solutions into healthcare settings.</li> <li><em>Required</em>: 12+ years professional experience in a related field, 5+ years people leadership.</li> <li><em>Preferred</em>: 15+ years professional experience in a related field, 8+ years people leadership.</li> </ul> <p>Credentials: </p> <ul> <li> <ul> <li><em>Required</em>: Bachelor’s degree or 4 years of relevant professional experience.</li> <li><em>Preferred</em>: Master’s degree.  Medical, allied health, or technical education.</li> </ul> </li> </ul> <p>Travel of up to 30%.</p> <p><span data-sheets-root="1" data-sheets-value="{"1":2,"2":"Ability to lead meetings, set action items, and keep owners accountable for their action items\nSkilled at building detailed plans for software development projects, ensuring the relevant items, dependencies, and risks are identified, even with limited input.\nGood written and verbal communication skills.\nGood at understanding and communicating technical topics and issues at a high level.\nOutstanding organizational skills including ability to prioritize tasks efficiently with high level of attention to detail\nProblem solver.\nPassionate about seeking ways to improve processes.\nAbility to deal with multiple projects."}" data-sheets-userformat="{"2":897,"3":{"1":0},"10":0,"11":4,"12":0}"><span data-sheets-root="1" data-sheets-value="{"1":2,"2":"A university degree with strong preference towards a software engineering background.\nMinimum of 4 years experience with strong preference towards experience in a software and medical industry.\nOr an advanced degree with minimum 2 years experience.\nUnderstanding of and experience with Agile development at scale.\nExperience with regulated SaaS products and/or software-as-a-medical-device (SAMD) preferred.\nExperience working with JIRA preferred."}" data-sheets-userformat="{"2":897,"3":{"1":0},"10":0,"11":4,"12":0}">A reasonable estimate of the yearly base compensation range is $180,000 to $220,000 (for locations outside of the San Francisco Bay Area) and $210,000 to $270,000 (for San Francisco Bay Area)</span></span>, bonus, and equity. #LI-Hybrid; #LI-IB1</p><div class="content-conclusion"><div>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.</div> <div> </div> <div>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.</div> <div> </div> <div>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 <a href="https://www.heartflow.com/about/careers/">www.heartflow.com/about/careers/</a>. </div></div>