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Salary: USD 180,000 - 220,000 / annual
HeartFlow is a publicly traded medical technology company (HTFL) pioneering AI-driven solutions for coronary artery disease diagnosis and management. The company's flagship product, HeartFlow FFR_CT Analysis, is a non-invasive cardiac test that provides 3D models of coronary arteries to help clinicians assess blood flow impact. Used by over 750,000 patients worldwide and cleared in the US, UK, Europe, Japan, and Canada, HeartFlow is expanding its product pipeline and team.
You will lead the customer support organization to deliver world-class service to physicians and hospital staff using HeartFlow's SaaS technology. This is a strategic role central to cross-functional coordination, ensuring an outstanding end-to-end customer experience while representing customer needs across the company.
Key Responsibilities:
- Lead and grow a team of customer support specialists, identifying skill gaps, upskilling team members, and coaching for success
- Define strategies to scale customer support efficiently alongside commercial growth
- Develop and maintain training, tools, and processes to improve customer satisfaction and first-contact resolution
- Take a data-driven approach to monitoring and improving satisfaction; identify signals for proactive commercial action
- Define, track, and deliver on KPIs and metrics
- Collaborate cross-functionally to optimize technology, tools, and business systems for customer servicing
- Provide input to customer-facing product updates and ensure adequate team preparation for new features
- Identify and report on trends in customer feedback and complaints to inform Product and Engineering priorities
- Lead cross-functional efforts to define service levels, processes, escalation paths, and resources
- Ensure all support activities comply with medical regulatory standards
Required Qualifications:
- BS or BA degree (or equivalent experience) in a related field; medical or technical training preferred
- 8+ years of management experience
- Effective project and personnel management with ability to develop technical and professional skills
- Ability to organize and analyze data and trends, including quality records and data summarization
- Responsible, accountable, and able to manage multiple cross-functional projects
- Practical problem-solving approach with ability to lead by example
- Excellent verbal and written communication skills
- Familiarity with CRM, ticketing systems, SaaS tools, and Excel or other data analysis tools
- Understanding of medical device regulations (21 CFR 820.198, 21 CFR 803, 21 CFR 806, ISO 13485, HIPAA, GDPR, etc.)
- Positive personality, comfortable with customers and cross-team collaboration
Preferred Qualifications:
- Healthcare IT knowledge (PACS, DICOM, HIPAA requirements, PHI protections)
- Knowledge of imaging and CT scanner technology
- Understanding of coronary physiology
