Director of Customer Support, AI‑Driven MedTech SaaS

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

Job summary

Heartflow, a medical technology company, seeks a leader to oversee global customer support for our SaaS platform used by physicians and hospital staff. You will manage a team, drive process improvements, and coordinate across Product, Engineering, and Commercial teams to ensure an outstanding end-to-end customer experience.

The role emphasizes data-driven decision making, KPI ownership, and scalable support strategies to align with clinical and regulatory requirements.

Qualifications

• BS or BA degree or equivalent; medical or technical training preferred.
• Minimum 8+ years of management experience.
• Experience with CRM, ticketing systems, SaaS tools, and data analysis.

Responsibilities

• Lead a team of customer support specialists to deliver outstanding SaaS support.
• Define strategies to scale support with company growth.
• Coordinate cross-functional efforts to support customers and adopt new features.
• Monitor KPIs and report trends to improve service levels and product feedback.
• Ensure regulatory compliance in all support activities (e.g. 21 CFR 820.198, HIPAA, etc.).

Skills

People management

Data analysis

Communication skills

Cross-functional collaboration

CRM/SaaS tools

Regulatory compliance knowledge

Education

BS/BA degree

8+ years management experience

Tools

CRM systems

Ticketing systems

Excel

SaaS tools

Job description

Heartflow, a medical technology company, seeks a leader to oversee global customer support for our SaaS platform used by physicians and hospital staff. You will manage a team, drive process improvements, and coordinate across Product, Engineering, and Commercial teams to ensure an outstanding end-to-end customer experience.

The role emphasizes data-driven decision making, KPI ownership, and scalable support strategies to align with clinical and regulatory requirements.