Director of Customer Success, Americas

Proximie • Chicago, IL

1d

About The Position

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.

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 understanding of hospital operation room processes/surgical services.
• Deep understanding of business planning processes for hospitals and a knowledge of driving profitable/maximum value led service lines.
• Advanced analytical skills with the ability to translate information into solutions that align with market understanding/expectations in surgery.
• Excellent communication, consultation, and presentation skills.
• Collaborative team player with cross functional relationship building skills.
• The ability to travel up to 25% 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.

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director