Regional Customer Success Director

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 FFRCT 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 (Road Map™ Analysis), assess coronary blood flow (FFRCT 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 500,000 patients worldwide.

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.

• Provide strategic leadership to ensure timely delivery of the Heartflow One platform across assigned territories, aligning with cross‑functional commercial leaders.
• Oversee daily operations of a multi‑disciplinary team (Implementation Managers, Clinical Specialists, Solutions Engineers, etc.), ensuring adherence to SOPs and QMS.
• Accurately report team execution status, including implementation forecasts, cycle times, imaging acceptance rates, and customer feedback.
• Identify and mitigate risks, implement process improvements, and proactively refine operations for designated commercial territories.
• Provide trusted advice on Customer Success vision and strategy; contribute to KPIs, compliance policies, resourcing, and budget planning.
• Lead and communicate complex technical/operational initiatives to cross‑functional stakeholders to gain buy‑in and manage expectations.
• Mentor and develop direct reports, fostering a talent pipeline and clear growth paths, including people leaders outside reporting structure.
• Resolve interpersonal and systemic conflicts, address customer escalations, and appropriately engage higher‑level leaders.
• Model ethical stewardship, maintain composure under pressure, and promote psychological safety and inclusive behavior among team members.

• Cross‑functional leadership, demonstrating influence and tact.
• Problem‑solving ability, especially under pressure.
• Strong 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.
• Cardiology or medical imaging background is a plus.

Experience:

• Track record of success in roles of increasing responsibility.
• Background introducing new cardiovascular, medical imaging, or complex IT solutions into healthcare settings.
• Required:
  
  12+ years professional experience in a related field, 5+ years people leadership.
• Preferred: 15+ years professional experience in a related field, 8+ years people leadership.

Credentials:

• Required:
  
  Bachelor’s degree or 4 years of relevant professional experience.
• Preferred:
  Master’s degree. Medical, allied…