Regional Customer Success Director

Regional Customer Success Director - Great Lakes Chicago, Illinois; Milwaukee, Wisconsin; Detroit, Michigan; Cleveland, Ohio 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. Job Responsibilities 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 SOPs and QMS. Accurately report team execution status. Operational Refinement & Optimization: Proactively identify and mitigate risks, implement process improvements. Trusted Advisor on Customer Success Vision and Strategy: Provide 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. Influence direction and drive execution across cross‑functional dependencies within assigned commercial territories. Communicate complex technical/operational initiatives to regional stakeholders to drive alignment and gain buy‑in. Represent the function to the broader organization and external partners. 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. Mediate and resolve systemic conflicts between cross‑functional teams. Resolve critical roadblocks or resource needs for complex scenarios. Directly handle basic and complex customer escalations. Appropriately escalates to the next level leader. Emotional Intelligence & Integrity: Ethical Stewardship - Maintain composure under pressure and model professional behavior. Actively manage stress and burnout for direct reports. Adjust leadership style based on the maturity and needs of individuals. Consistently promote psychological safety and inclusive behavior across the group. Trusted advisor on sensitive organizational issues. Set the ethical and cultural tone for the entire function, ensuring values are embedded in decisions. Skills Needed 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. 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, bonus, and equity. #LI-IB1 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. #J-18808-Ljbffr HeartFlow, Inc