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 instill 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. This role aims to align Proximie’s solutions with customer business outcomes. You will be a critical driver of adoption and engagement, ensuring seamless implementation, onboarding, training, and sustained success for our users and partners.

Your core responsibility is to build and maintain trust-based relationships with customers, expanding the use of Proximie solutions within accounts and ensuring every user receives an exemplary experience. 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 a great communicator, with exceptional customer relationship skills. This role is all about solving problems. You’ll need to be team-oriented but with the ability to work independently and possesses the capacity for learning new skills quickly. Experience of audio/visual hardware and software is highly advantageous.

Job Responsibilities

• Act as the primary point of contact for customers, developing and maintaining strong relationships, and ensuring customer growth & success throughout their journey.
• Lead onboarding sessions, ensuring customers are fully equipped to utilize the product from day one.
• Provide ongoing support and technical assistance, ensuring any technical challenges are addressed swiftly and effectively.
• Drive adoption by identifying and promoting use-case specific features and functionalities that align with customer objectives.
• Monitor and analyze customer usage patterns, providing insights and recommendations to ensure continuous engagement and value realization.
• Manage the renewal process by demonstrating consistent value, facilitating decision-making, and ensuring a smooth continuation of service.
• Collaborate cross-departmentally to voice customer needs and feedback, ensuring the product and services evolve in line with customer expectations.

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 2 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 back