Director, Medical SaaS Customer Experience

heartflowinc; Austin (TX); On-site; USD 180,000 - 220,000; Full time

Job summary

Heartflow seeks a seasoned leader to manage the customer support team for our AI-driven SaaS cardiac testing platform. You will oversee day-to-day support, drive performance metrics, and coordinate with Product and Engineering to translate feedback into product improvements.

Ideal candidates bring 8+ years in management, strong data analysis skills, and a customer-first mindset to ensure outstanding end-to-end support experience for clinicians and hospital staff.

Qualifications

• Bachelor-level degree or higher; medical or technical training preferred.
• 8+ years of management experience in a customer support context.
• Experience leading cross-functional teams in a SaaS/healthcare setting.

Responsibilities

• Lead a team of customer support specialists to ensure excellent SaaS experience for Heartflow customers.
• Grow talent within the support team, identify skills, and coach members for success.
• Define strategies to scale customer support with commercial growth.
• Develop training, tools, and processes to improve satisfaction and first contact resolution.
• Coordinate with product/engineering to translate customer feedback into improvements.

Skills

Project management

People management

Data analysis

Cross-functional collaboration

Communication skills

Problem solving

Education

BS or BA degree

Medical or technical training

Tools

CRM

Ticketing systems

SaaS tools

Excel

Job description

Heartflow seeks a seasoned leader to manage the customer support team for our AI-driven SaaS cardiac testing platform. You will oversee day-to-day support, drive performance metrics, and coordinate with Product and Engineering to translate feedback into product improvements.

Ideal candidates bring 8+ years in management, strong data analysis skills, and a customer-first mindset to ensure outstanding end-to-end support experience for clinicians and hospital staff.