Senior Customer Success Manager

Five billion people in the world do not have access to safe and affordable surgery, and this is a problem everywhere, not just in developing countries. Proximie is on a mission to improve healthcare by transforming the world’s operating rooms into connected ecosystems of people, devices, and data.

Our Intelligence Suite transforms operating room (OR) performance, keeping teams in sync and workflows on track to maximise throughput. Simultaneously our computer vision and AI capabilities capture real-time data and detect surgical events – improving quality of data outputs. The result: ORs are optimised like never before – with predictive analytics and automated notifications ensuring patients and staff are in the right place at the right time.

Once practitioners are in the OR, our Surgical Suite enables real-time remote access and creates a secure video record of every procedure; improving training, education, and collaboration. It is an intuitive asset which helps instil a culture of continuous learning, accelerates the adoption of cutting-edge medical devices, and enhances surgical performance across the entire global workforce – improving outcomes and saving lives.

Proximie was commercialised in 2019 and is available in over 800 facilities globally.

Check out our Founder and CEO Nadine’s Origins Story here: https://www.proximie.com/about

Position Overview

The Customer Success Manager is a field-based, customer-facing role focused on delivering exceptional value to our customers across a designated U.S. region. You will manage high-value customer accounts by developing success plans, driving adoption and satisfaction. By identifying growth opportunities and serving as a trusted advisor you’ll be able to collaborate with internal teams to drive business goals and advocate for customer needs, ultimately contributing to revenue growth and product innovation.

You will be a critical driver of adoption and engagement, leading strategic initiatives to enhance product success, develop tailored onboarding strategies, whilst also identifying expansion opportunities in collaboration with sales and marketing to unlock greater revenue potential. With a deep understanding of both clinical needs and technology, you'll help drive innovation in surgery and further Proximie’s footprint as the operating system for intelligent operating rooms.

We are looking for an exceptional strategic thinker with the ability to manage complex customer situations, analyze complex customer data to solve problems and drive customer decisions at the executive level.

Job Responsibilities

• Drive customer success outcomes by ensuring customers achieve their business goals with the product's capabilities.
• Act as a specialist within a particular domain, providing deep insights and tailored solutions to customers.
• Engage in proactive account management, including regular health checks, QBRs (Quarterly Business Reviews), and strategic planning sessions.
• Drive product adoption and retention strategies aimed at increasing customer lifetime value and minimizing churn.
• Lead and coordinate cross-functional efforts to address customer needs, including product enhancements, custom solutions, and issue resolution.
• Mentor and support the development of L1 and L2 Customer Success Managers, sharing expertise and guiding their customer strategies.

Requirements

• BA/BS degree.
• Proven track record in customer relationship management, with a focus on driving customer use-case expertise, adoption, retention, and renewal.
• Minimum of 3 years related work experience within healthcare, procedural and medical device settings. Ideally with a SaaS, Clinical, AV, hardware, or technical equivalent as part of your experience.
• Demonstrated ability to independently manage time and proactively schedule to best support customers and sales counterparts.
• Excellent communication and presentation skills.
• Collaborative team player with cross functional relationship building skills.
• The ability to travel up to 40% to customer sites that include, but are not limited to: hospitals, operating rooms, laboratories, and surgery centers.
• Flexible scheduling may be required to accommodate customer needs. This may include working outside of an 8:00 AM to 5:00 PM workday. This role may require you to work evenings, early morning, or weekend shifts as needed to deliver exemplary customer service.
• You must be comfortable working in and around hospital personnel, sensitive medical equipment, and patients.
• A clean driving record and the passing of a background screen is required.

Why Work for Proximie?

• You will be encouraged to grow in your role, take ownership and gain responsibilities. Proximie’s values are Ownership, Deliver Results, Build Trust and Go Beyond.
• Generous annual leave.
• Two “well-being” days per year plus the day off for your birthday.
• “Summer Fridays” – early office closing on Fridays during summer months.
• Annual bonus programme – based on individual contribution.
• To support your professional growth, all permanent employees will have access to an annual stipend of $1,000 to assist with personal development activities.
• Flexible working hours - we trust our people to manage their time and to focus on wider results.
• A flat organizational structure where every opinion matters, ideas are cultivated, and innovation is encouraged.
• Proximie is a truly global company with teams across the UK, Europe, United States and the Middle East with that you will have opportunities to see the world.

Proximie is an equal opportunity employer. We are committed to providing a work environment that supports, inspires, and respects all individuals. We do not discriminate on the basis of race, colour, 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 the law.