Sr. Director, Customer Success Strategy

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.