Regional Customer Success Director
SupportFinity™, Portland, OR, United States
Overview
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 Heartflow FFRCT Analysis is an AI-driven, non-invasive cardiac test supported by the ACC/AHA Chest Pain Guidelines and provides a color-coded 3D model of a patient’s coronary arteries indicating the impact of blockages on blood flow. Heartflow offers an integrated heart care solution across the CCTA pathway to help clinicians identify stenoses, assess coronary blood flow, and characterize and quantify coronary atherosclerosis. The company is publicly traded (HTFL) and has global recognition for healthcare innovation.
The Regional Customer Success Leader (RCSL) is a full-time leadership position reporting to the VP of Customer Success. The role focuses on the delivery of the Heartflow One platform, operating within a complex cross-functional commercial environment, and leading a multi-disciplinary team to ensure customers in assigned territories adopt Heartflow’s diagnostic pathway and solutions. The primary focus is team execution to ensure that every implementation and customer engagement meets high standards for quality and efficiency.
Job Responsibilities
For assigned commercial territories, align with cross-functional commercial leaders on goals and objectives and enable your team, region, and national initiatives.
Direct and oversee daily operations for a multi-disciplinary team (e.g., Implementation Managers, Clinical Specialists, Solutions Engineers, etc.).
Ensure all tasks are completed on time and adhere to SOPs and Quality Management Systems (QMS). Accurately report team execution status.
Focus on operational refinement and optimization for assigned territories. Proactively identify and mitigate risks and implement process improvements.
Act as trusted advisor on Customer Success vision and strategy. Provide key input on organizational KPIs, quality management, compliance, resourcing, and budget needs. May lead national initiatives.
Influence & Communication: Regional Alignment - Deliver clear communication to the team to ensure understanding of implementation requirements, deadlines, and decision rationales.
Accurately report on team execution status, including implementation forecast, cycle times, imaging acceptance rates, etc. Manage customer feedback collection, documentation, and issue handling.
Influence direction and drive execution across cross-functional dependencies. Communicate complex technical/operational initiatives to regional stakeholders (e.g., sales, reimbursement, medical affairs) to drive alignment and buy-in.
Represent the function to the broader organization and external partners, and manage expectations with cross-functional business stakeholders (e.g., product, quality and regulatory).
Talent Development: Mentorship - Provide timely, behavior-specific feedback to direct reports and focus on skill development and performance management to meet KPIs. Develop leadership talent and growth paths for direct reports; mentor people leaders beyond the direct reporting line.
Conflict & Escalation Management: Address interpersonal conflicts and mediate systemic conflicts between cross-functional teams. Resolve roadblocks or resource needs for complex scenarios and appropriately escalate as needed. Directly handle basic and complex customer escalations.
Emotional Intelligence & Integrity: Maintain ethical stewardship, manage stress, promote psychological safety and inclusive behavior, and set the cultural tone for the function.
Skills & Qualifications
Excellence is expected across :
Cross-functional leadership with influence and tact
Problem-solving ability under pressure
Verbal and written communication skills
Ability to achieve operational excellence, including executing processes and KPIs
Self-motivation and initiative to drive change and lead initiatives
Customer-focused mindset
Knowledge of hospital workflows and IT implementation
Ability to explain medical technologies to physicians and hospital leadership
Cardiology or medical imaging background is a plus
Educational Requirements & Work Experience
Experience :
Track record of success in roles of increasing responsibility
Experience 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 in medical, allied health, or technical field
Travel up to 30%.
Compensation: A reasonable estimate of the yearly base compensation range is $180,000 to $220,000 (locations outside the San Francisco Bay Area) and $210,000 to $270,000 (San Francisco Bay Area), plus bonus and equity.
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 by law. This policy applies to all aspects of employment.
Positions posted for Heartflow are not intended for or open to third party recruiters. Submission of unsolicited resumes will be considered free referrals.
Heartflow has cautioned about fraudulent recruiter activity. Before providing personal information, verify that legitimate Heartflow recruiter emails end with "@heartflow.com" and that the position is listed on the Heartflow careers site at www.heartflow.com/about/careers/.
About the company
Heartflow
Be vigilant about potential scams or phishing attempts, and seek credible sources to assess trustworthiness. SupportFinity is not responsible for consequences from disclosing information to unauthorized entities.
#J-18808-Ljbffr
The Regional Customer Success Leader (RCSL) is a full-time leadership position reporting to the VP of Customer Success. The role focuses on the delivery of the Heartflow One platform, operating within a complex cross-functional commercial environment, and leading a multi-disciplinary team to ensure customers in assigned territories adopt Heartflow’s diagnostic pathway and solutions. The primary focus is team execution to ensure that every implementation and customer engagement meets high standards for quality and efficiency.
Job Responsibilities
For assigned commercial territories, align with cross-functional commercial leaders on goals and objectives and enable your team, region, and national initiatives.
Direct and oversee daily operations for a multi-disciplinary team (e.g., Implementation Managers, Clinical Specialists, Solutions Engineers, etc.).
Ensure all tasks are completed on time and adhere to SOPs and Quality Management Systems (QMS). Accurately report team execution status.
Focus on operational refinement and optimization for assigned territories. Proactively identify and mitigate risks and implement process improvements.
Act as trusted advisor on Customer Success vision and strategy. Provide key input on organizational KPIs, quality management, compliance, resourcing, and budget needs. May lead national initiatives.
Influence & Communication: Regional Alignment - Deliver clear communication to the team to ensure understanding of implementation requirements, deadlines, and decision rationales.
Accurately report on team execution status, including implementation forecast, cycle times, imaging acceptance rates, etc. Manage customer feedback collection, documentation, and issue handling.
Influence direction and drive execution across cross-functional dependencies. Communicate complex technical/operational initiatives to regional stakeholders (e.g., sales, reimbursement, medical affairs) to drive alignment and buy-in.
Represent the function to the broader organization and external partners, and manage expectations with cross-functional business stakeholders (e.g., product, quality and regulatory).
Talent Development: Mentorship - Provide timely, behavior-specific feedback to direct reports and focus on skill development and performance management to meet KPIs. Develop leadership talent and growth paths for direct reports; mentor people leaders beyond the direct reporting line.
Conflict & Escalation Management: Address interpersonal conflicts and mediate systemic conflicts between cross-functional teams. Resolve roadblocks or resource needs for complex scenarios and appropriately escalate as needed. Directly handle basic and complex customer escalations.
Emotional Intelligence & Integrity: Maintain ethical stewardship, manage stress, promote psychological safety and inclusive behavior, and set the cultural tone for the function.
Skills & Qualifications
Excellence is expected across :
Cross-functional leadership with influence and tact
Problem-solving ability under pressure
Verbal and written communication skills
Ability to achieve operational excellence, including executing processes and KPIs
Self-motivation and initiative to drive change and lead initiatives
Customer-focused mindset
Knowledge of hospital workflows and IT implementation
Ability to explain medical technologies to physicians and hospital leadership
Cardiology or medical imaging background is a plus
Educational Requirements & Work Experience
Experience :
Track record of success in roles of increasing responsibility
Experience 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 in medical, allied health, or technical field
Travel up to 30%.
Compensation: A reasonable estimate of the yearly base compensation range is $180,000 to $220,000 (locations outside the San Francisco Bay Area) and $210,000 to $270,000 (San Francisco Bay Area), plus bonus and equity.
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 by law. This policy applies to all aspects of employment.
Positions posted for Heartflow are not intended for or open to third party recruiters. Submission of unsolicited resumes will be considered free referrals.
Heartflow has cautioned about fraudulent recruiter activity. Before providing personal information, verify that legitimate Heartflow recruiter emails end with "@heartflow.com" and that the position is listed on the Heartflow careers site at www.heartflow.com/about/careers/.
About the company
Heartflow
Be vigilant about potential scams or phishing attempts, and seek credible sources to assess trustworthiness. SupportFinity is not responsible for consequences from disclosing information to unauthorized entities.
#J-18808-Ljbffr