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.
Reporting directly to the VP of Customer Success, the Sr. Director of Customer Success Strategy is a critical leadership position responsible for the strategic vision, organizational structure, and overall business outcomes for the Customer Success function. You will be the primary architect of the Heartflow One adoption strategy, ensuring that customers successfully transition to and adopt our comprehensive diagnostic AI platform.
You will operate in a complex, matrixed environment, collaborating with executive leadership across Sales, Marketing, and Product to align Customer Success initiatives with broad commercial objectives.
Key Responsibilities
Strategic Ownership & Vision
- Define Strategy: Inform the overall Customer Success strategy and annual operating plan to meet Heartflow’s aggressive business and commercial objectives.
- Trusted Advisor: Serve as a trusted advisor on the function’s vision, providing key input on organizational-level KPIs, resourcing, and budget needs.
- Change Management: Define organizational change initiatives and lead major strategic projects from conception to completion.
Cross-Functional Collaboration & Alignment
- Operational Influence: Communicate complex technical and operational initiatives to senior cross-functional stakeholders (e.g., Product, Quality, Regulatory) to manage expectations and gain buy-in.
- Leadership Alignment: Strategically collaborate with senior cross-functional stakeholders (e.g., Product, Quality, Regulatory), commercial leaders, and executive leaders to ensure seamless resource allocation and execution that enables significant growth and customer loyalty.
Operational Excellence & Risk Management
- Accountability: Take accountability for enabling operational excellence across Implementation, CT Applications, Solutions Engineering, and Customer Support delivery.
- Performance Monitoring: Measure, monitor, and communicate high-level Customer Success KPIs and strategic insights to the VP and other executive stakeholders.
- Compliance Oversight: Ensure robust documentation and strict adherence to Customer Success procedures, Quality Management Systems (QMS), and compliance policies.
Qualifications
Experience
- Industry Expertise: 12+ years of professional experience in MedTech, cardiovascular health, or medical imaging; 15+ years preferred.
- Leadership: 8+ years of people or program leadership experience, with a proven track record of influencing and leading complex teams.
- Solution Scaling: Extensive experience successfully introducing and scaling complex cardiovascular or medical IT solutions into healthcare settings.
Skills & Competencies
- Leadership: Exceptional cross-functional leadership skills with the ability to influence and lead director-level peers.
- Clinical Knowledge: In-depth knowledge of hospital workflows, cardiology imaging, and information technology implementation.
- Problem Solving: Exceptional ability to solve systemic conflicts and address critical roadblocks under significant pressure and business risk.
- Communication: Excellence in verbal and written communication, with the ability to explain medical technologies to both physicians and hospital administrators.
Education & Credentials
- Required: Bachelor’s degree in a related field.
- Preferred: Master’s degree or advanced degree in a medical, technical, or business field.
Physical Demands & Travel
- Home office environment with up to 30% travel for business and customer meetings.
A reasonable estimate of the yearly base compensation range is $250,000 to $295,000, 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/.
