Customer Success Manager

Proximie; London; On-site; GBP 35,000 - 65,000; Full time

Job description

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.

Proximie’s advanced telepresence and cloud data solutions ensure seamless information flow in and out of the operating room (OR). Once collected, this data becomes a “single source of truth,” allowing healthcare professionals to utilize powerful analytics to identify patterns, trends, and bottlenecks, as well as uncover optimization opportunities.

Proximie empowers medical device companies and healthcare organizations with operating room intelligence to drive productivity and innovation.

Our key solution areas are:

Real-time Connectivity: Be in the operating room from anywhere.

Unified Data: Creating a single source of truth in the OR.

Analytics and Insight: Turning incisive insight into decisive results.

Video Library: Learn more from every procedure.

Proximie was Founded in 2016 by Dr. Nadine Hachach Haram, an NHS surgeon and is headquartered in London with offices in the United States and Lebanon. Proximie has 100 employees today and is deployed in over 50 countries.

Position Overview

The Customer Success Manager is a field-based, customer-facing role focused on delivering exceptional value to our customers across the UK and European Union. 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 the Proximie platform 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, 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.

The ideal location for the Customer Success Manager will be in the Midlands, UK.

Responsibilities

• Drive adoption of the Proximie platform within specified accounts to ensure renewals and expansions. This will include engaging with clinical, administrative, and technical leaders within those institutions to demonstrate the value that Proximie brings to their organization.
• Leading technical product and clinical demonstrations to ensure current utilization and adoption of Proximie users within specified accounts.
• Successfully onboard and train new customers in the utilization of our software.
• Ensure the full utilization of system functionality and efficient workflows, with identification of weaknesses/opportunities for improvement.
• Support live, clinical utilization of the Proximie platform in clinical areas, labs, training sessions, etc.
• Build engagement and value through the platform across divisions and specialties supporting the growth and retention of Proximie customers.
• Ensure the delivery of an exemplary customer experience at all times.
• Work across Proximie to feedback the voice of the customer where relevant to improve our service and offering.

Requirements

• Minimum of 2 years related work experience with a SaaS, AV, hardware, or technical equivalent. Experience with medical devices is desirable.
• Excellent communication and presentation skills.
• Excellent time and project management skills, with the ability to manage multiple accounts simultaneously.
• Collaborative team player with cross-functional relationship building skills.
• The ability to travel up to 50% to customer sites across the UK and Europe.
• 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.

Advantageous

• Proficiency with Windows 10 & 11 and Max OS X 10.x, Android & iOS Mobile Devices.
• Knowledge of video and audio signal via cameras and microphones.
• Experience / understanding of Health IT, Digital Health, Telehealth in the surgical domain.
• Experience of working for a scale-up in the healthcare industry.

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.