Director of Customer Success, Americas

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 500 facilities globally. 

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

Position Overview 

The Director of Customer Success, Americas will help us deliver our world-class digital platform that delights our customers and positively impacts the surgical landscape, empowering surgical communities worldwide. This is a field-based, customer-facing role created to ensure our customers’ priorities are at the heart of the solution that Proximie’s platform has been created to deliver.

You will be responsible for the full post-sale customer journey including implementation, onboarding, training, adoption, utilization, and account expansion to drive revenue growth across the Americas. Reporting into the General Manager, Americas, this Director-level role owns the entire customer relationship from deployment through to renewal and expansion. The feedback gathered will ensure effective adoption of Proximie’s platform whilst guaranteeing existing customers are extracting maximum value and getting the most from our partnerships.

Success in this role will be defined by platform adoption, utilization, satisfaction, and account expansion whilst ensuring exceptional customer experience. This is an exciting moment to join Proximie. We are rapidly expanding across the United States, deploying our Intelligence Suite into hospital systems at scale. This role sits at the heart of that growth - you will be instrumental in ensuring our customers realize the full value of our platform as we transform operating rooms across the Americas.

Job Responsibilities

• Lead and oversee the implementation and onboarding of new customers, ensuring a seamless transition from sale to full platform deployment.

• Engaging with key opinion leaders, nurses, information technology teams, hospital administrators, senior leadership, and executive leadership within existing accounts to understand product adoption and utilization.

• Performing analysis of customer process experience, identifying opportunities for improvement and further efficiency.

• Collaborate with the customer stakeholders and operators to define key measures of success aligned with customer’s vision and strategy. Mobilize internal functions (sales ops, product, customer service) to ensure delivery and achievement of set targets.

• As the voice of the customer, you’ll provide valuable data and insights back to sales, product, engineering, and design teams allowing continuous innovation and an outstanding customer experience.

• Own renewal and expansion targets, identifying and converting upsell and cross-sell opportunities in close partnership with the sales team.

• Develop and deliver training programs to drive platform proficiency across customer organisations.

• Help identify opportunities for account growth, working closely with sales leadership.

Requirements

• BA/BS degree; advanced degree (MBA or clinical field) preferred.

• Minimum of 10 years’ experience within US hospital systems, with at least 3 years in a customer success, professional services, or account leadership role at a healthcare SaaS company.

• Demonstrated knowledge and