Regional Customer Success Director

Heartflow•Los Angeles, CA

9d•$180,000 - $270,000•Hybrid

About The Position

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 CT 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 CT 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.

Requirements

Excellence is expected across the following areas: cross-functional leadership, demonstrating influence and tact problem-solving ability, especially under pressure verbal and written communication skills
Must demonstrate: 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
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.
Required : Bachelor’s degree or 4 years of relevant professional experience.

Nice To Haves

Cardiology or medical imaging background is a plus
Preferred : 15+ years professional experience in a related field, 8+ years people leadership.
Preferred : Master’s degree.
Medical, allied health, or technical education.

Responsibilities

For assigned commercial territories, align with cross-functional commercial leaders on goals and objectives, and enable your team, region, and national initiatives:
Direction & Accountability: 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.).
Ensure all tasks are completed on time and adhere to standard operating procedures (SOPs) and Quality Management Systems (QMS).
Accurately report team execution status.
Focus on operational refinement and optimization for assigned commercial territories.
Proactively identify and mitigate risks, implement process improvements.
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.
Influence & Communication: Regional Alignment - Deliver clear communication to the team to ensure the team understands all implementation requirements, deadlines, and immediate rationale for decisions.
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.
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.
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.
Talent Development: Mentorship - Provide timely, behavior-specific feedback to direct reports.
Focus on skill development and performance management to meet KPIs.
Focus on developing a leadership talent pipeline and defining clear growth paths for direct reports.
Mentor people leaders (outside of reporting structure).
Conflict & Escalation Management: Conflict Resolution - Address interpersonal team conflicts.
Mediates and resolves systemic conflicts between cross-functional teams.
Resolves critical roadblocks or resource needs for complex scenarios
Directly handles basic and complex customer escalations.
Appropriately escalates to the next level leader.
Emotional Intelligence & Integrity: Ethical Stewardship - Maintains composure under pressure and models professional behavior.
Actively manages stress and burnout for direct reports.
Adjusts leadership style based on the maturity and needs of individuals.
Consistently promotes psychological safety and inclusive behavior across the group.
Trusted advisor on sensitive organizational issues.
Sets the ethical and cultural tone for the entire function, ensuring values are embedded in decisions.