Regional Customer Success Director - Great Lakes

Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease using cutting-edge technology. The Regional Customer Success Leader is responsible for leading a multi-disciplinary team to ensure successful adoption of Heartflow’s diagnostic pathway and solutions within assigned territories.

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 standard operating procedures (SOPs) and Quality Management Systems (QMS). Accurately report team execution status
• Focus on operational refinement and optimization for assigned commercial territories. Proactively identify and mitigate risks, implement process improvements
• Trusted advisor on Customer Success vision and strategy. Provides 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
• Accurately report on team execution status, including implementation forecast, cycle times, imaging acceptance rates, etc. Accountable for customer feedback collection, documentation, and handling of customer issues
• Influence direction and drive execution across cross-functional dependencies within assigned commercial territories. Communicate complex technical/operational initiatives to regional stakeholders (e.g., sales, reimbursement, medical affairs, etc.) to drive alignment and gain buy-in
• Represents the function to the broader organization and external partners. Communicate complex technical/operational initiatives to cross-functional business stakeholders (e.g., product, quality and regulatory, etc.) to gain buy-in and manage expectations
• 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
• Mediates and resolves systemic conflicts between cross-functional teams. Resolves critical roadblocks or resource needs for complex scenarios
• Directly handles basic and complex customer escalations
• Appropriately escalates to the next level leader
• Emotional Intelligence & Integrity: Ethical Stewardship - Maintains composure under pressure and models professional behavior. Actively manages stress and burnout for direct reports
• Adjusts leadership style based on the maturity and needs of individuals. Consistently promotes psychological safety and inclusive behavior across the group
• Trusted advisor on sensitive organizational issues. Sets the ethical and cultural tone for the entire function, ensuring values are embedded in decisions