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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 visualization of coronary arteries and blood flow assessment. Used by over 500,000 patients globally and cleared in the US, UK, Europe, Japan, and Canada, HeartFlow is transforming precision cardiac care.
The Regional Customer Success Director (RCSL) is a full-time leadership role reporting to the VP of Customer Success, responsible for the Southeast region including Charleston, Atlanta, and Jacksonville. This position leads a multi-disciplinary team in a complex, cross-functional commercial environment focused on the HeartFlow One platform.
Key responsibilities include:
**Direction & Accountability:** Oversee daily operations for a multi-disciplinary team (Implementation Managers, Clinical Specialists, Solutions Engineers, etc.). Ensure all tasks are completed on time, adhere to standard operating procedures and Quality Management Systems, and accurately report team execution status. Identify and mitigate risks, implement process improvements, and serve as a trusted advisor on Customer Success vision and strategy. Provide input on organizational KPIs, quality management systems, compliance policies, and resourcing needs. May lead national initiatives.
**Influence & Communication:** Deliver clear communication to ensure the team understands implementation requirements, deadlines, and decision rationale. Report on team execution status including implementation forecasts, cycle times, and imaging acceptance rates. Collect and document customer feedback and handle customer issues. Influence direction and drive execution across cross-functional dependencies. Communicate complex technical and operational initiatives to regional stakeholders (sales, reimbursement, medical affairs) and broader organizational partners (product, quality, regulatory) to drive alignment and manage expectations.
**Talent Development:** Provide timely, behavior-specific feedback to direct reports. Focus on skill development and performance management to meet KPIs. Develop a leadership talent pipeline and define clear growth paths. Mentor people leaders across the organization.
**Conflict & Escalation Management:** Address interpersonal team conflicts and mediate systemic conflicts between cross-functional teams. Resolve critical roadblocks and resource needs for complex scenarios. Handle basic and complex customer escalations and appropriately escalate to senior leadership.
**Emotional Intelligence & Integrity:** Maintain composure under pressure, model professional behavior, and actively manage stress and burnout for direct reports.
