Regional Customer Success Director

SupportFinity™; Portland (OR); On-site; USD 180,000 - 220,000; Full time

Job summary

Heartflow, a leading medical technology company, is looking for a Regional Customer Success Leader to oversee the delivery of the Heartflow One platform. This full-time leadership role involves managing a multi-disciplinary team to ensure high-quality customer engagement and operational excellence.

The ideal candidate will have over 12 years of professional experience in healthcare or related fields, with at least 5 years in a leadership capacity. This position offers a competitive salary range, bonus, and equity options.

Qualifications

• 12+ years of professional experience in a related field.
• 5+ years of people leadership.
• Successful track record in introducing medical solutions.

Responsibilities

• Lead cross-functional team to deliver the Heartflow One platform.
• Oversee daily operations of the team.
• Mentor and develop direct reports.

Skills

Cross-functional leadership

Problem-solving ability

Strong verbal and written communication skills

Operational excellence

Knowledge of hospital workflows

Cardiology or medical imaging background

Education

Bachelor's degree or 4 years relevant experience

Master's degree preferred

Job description

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 (RoadMap™ 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.

Job Responsibilities

• 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.

Skills Needed

• 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.

Educational Requirements & Work Experience

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 health, or technical education.

Travel of up to 30%.

A reasonable estimate of the yearly base compensation range is $180,000 to $220,000 (for locations outside of the San Francisco Bay Area) and $210,000 to $270,000 (for San Francisco Bay Area), 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 under federal, state, or local law. This policy applies to every aspect of employment at Heartflow, including recruitment, hiring, training, relocation, promotion, and termination.

Positions posted for Heartflow are not intended for or open to third party recruiters / agencies. Submission of any unsolicited resumes for these positions will be considered to be free referrals. Heartflow has become aware of a fraud where unknown entities are posing as Heartflow recruiters in an attempt to obtain personal information from individuals as part of our application or job offer process. Before providing any personal information to outside parties, please verify the following: A) all legitimate Heartflow recruiter email addresses end with “@heartflow.com” and B) the position described is found on our careers site at www.heartflow.com/about/careers/.

Be vigilant about potential scams, phishing attempts, or fraudulent activities, and seek credible sources or reviews to assess the trustworthiness of the company. Remember, your personal and financial security is paramount, and taking preventive measures is crucial to safeguarding your information from potential risks and unauthorized use. SupportFinity is not responsible for any consequences that may arise from disclosing such information to unauthorized or fraudulent entities.