Heartflow is looking for a Regional Customer Success Director to lead the delivery of our Heartflow One platform. You will report to the VP of Customer Success and operate within a complex commercial environment, ensuring customers in your assigned territories successfully adopt our diagnostic pathway and solutions. Your primary focus will be leading a multi-disciplinary team to meet high standards for quality and efficiency.
What You'll Do
- Align with cross-functional commercial leaders on goals and objectives for assigned territories.
- Oversee daily operations for a multi-disciplinary team including Implementation Managers, Clinical Specialists, and Solutions Engineers.
- Ensure all tasks adhere to standard operating procedures and Quality Management Systems.
- Proactively identify and mitigate risks and implement process improvements.
- Act as a trusted advisor on Customer Success vision and strategy, providing input on KPIs, compliance, resourcing, and budget.
- Deliver clear communication to the team on implementation requirements, deadlines, and the rationale for decisions.
- Accurately report on team execution status, including implementation forecasts and cycle times.
- Influence direction and drive execution across cross-functional dependencies.
- Communicate complex technical and operational initiatives to regional and cross-functional stakeholders.
- Provide timely, behavior-specific feedback to direct reports and focus on skill development and performance management.
- Develop a leadership talent pipeline and define clear growth paths for direct reports.
- Address interpersonal team conflicts and mediate systemic conflicts between cross-functional teams.
- Resolve critical roadblocks or resource needs for complex scenarios.
- Directly handle basic and complex customer escalations.
- Maintain composure under pressure, model professional behavior, and manage stress for direct reports.
- Adjust leadership style based on individual needs and promote psychological safety and inclusive behavior.
What We're Looking For
- 12+ years of professional experience in a related field.
- 5+ years of people leadership experience.
- A Bachelor’s degree or 4 years of relevant professional experience.
- Excellence in cross-functional leadership, demonstrating influence and tact.
- Excellence in problem-solving ability, especially under pressure.
- Excellence in verbal and written communication skills.
- Ability to achieve operational excellence, including executing processes and measuring KPIs.
- Self-motivation and initiative to define change and lead initiatives through completion.
- High customer-focused mentality.
- Knowledge of hospital workflows and information technology (IT) implementation.
- Ability to explain medical technologies to physicians and hospital leadership.
- A track record of success in roles of increasing responsibility.
- A background introducing new cardiovascular, medical imaging, or complex IT solutions into healthcare settings.
Nice to Have
- 15+ years of professional experience in a related field.
- 8+ years of people leadership experience.
- A Master’s degree.
- Medical, allied health, or technical education.
- A cardiology or medical imaging background.
Team & Environment
You will lead a multi-disciplinary team (e.g., Implementation Managers, Clinical Specialists, Solutions Engineers) and report directly to the VP of Customer Success.
Benefits & Compensation
- Yearly base compensation range: $180,000 to $220,000 (for locations outside of the San Francisco Bay Area); $210,000 to $270,000 (for San Francisco Bay Area).
- Equity included.
Work Mode
This is a hybrid position.
Heartflow is an Equal Opportunity Employer committed to a work environment that supports, inspires, and respects all individuals and does not discriminate based on race, color, religion, marital status, age, national origin, ancestry, disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity, veteran status, or any other protected status.
