Customer Success Manager, Orlando, Florida

Proximie; Miami (FL); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Annual bonus programme

Annual stipend of $1,000 for personal/

Flexible working hours

Well-being days

Job summary

Proximie is hiring a field-based Customer Success Manager to drive digital transformation in Florida operating rooms. You will lead adoption of the Intelligence Suite, partnering with clinical and operational leaders to optimize OR performance, throughput, and patient flow.

You will build trust-based relationships from implementation through training to embedding new workflows that deliver measurable results.

Qualifications

• 2+ years' experience in surgical services, operating room management, or perioperative care delivery.
• Experience managing multi-stakeholder clinical, administrative, and technical teams.
• Ability to travel up to 50% to customer sites.
• Strong communication with clinical stakeholders.
• Excellent time and project management; ability to handle multiple accounts.

Responsibilities

• Drive adoption of the Proximie platform to ensure ROI, renewals and expansions.
• Achieve strong customer retention and drive increases in product adoption and satisfaction.
• Lead technical product and clinical demonstrations to ensure current utilization and adoption.
• Onboard and train new customers in the utilisation of our software.
• Ensure full utilization of system functionality and efficient workflows; identify 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 to support growth and retention.
• Ensure the delivery of an exemplary customer experience at all times.
• Feedback the voice of the customer to improve product and service.

Skills

Relationship management

Healthcare operations

Time management

Stakeholder communication

Travel readiness

Tools

Windows

Mac OS

Android

iOS

Job description

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 CEONadine’s Origins Story here:https://www.proximie.com/about-us/

Position Overview

The Customer Success Manager is a field-based, customer-facing role focused on driving digital transformation and operational excellence in operating rooms across in Florida. You will lead change management and adoption of our Intelligence Suite, helping surgical departments optimize for performance, maximize throughput and improve patient flow.

You’ll partner closely with clinical and operational leaders to transform their OR performance through data-driven insights and workflow optimization. You’ll build trust-based relationships while guiding customers from implementation and training to embedding new ways of working that deliver measurable results.

This role is ideal for healthcare operations professionals who thrive on driving transformation and are looking to transition into healthcare technology. Your deep understanding of surgical workflows, OR management, and operational challenges will be critical in helping teams embrace change and realize the full potential of intelligent, connected operating rooms. We are looking for a strong communicator and change agent who is team-oriented, self-directed and quick to learn.

Responsibilities

• Drive adoption of the Proximie platform within specified accounts to ensure a clear ROI is attained; resulting in renewals and expansions.This includes engaging with clinical, operational, analytical, and technical leaders within those institutions to demonstrate the value that Proximie brings to their organization.
• Achieve strong customer retention rates and drive measurable increases in Proximie product adoption and user satisfaction within your accounts.
• 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 product, service and offering.

Requirements

• A deep understanding of the US healthcare systems and workflows, ideally with 2+ years' experience in surgical services, operating room management, or perioperative care delivery.
• Experience managing multi-stakeholder relationships across clinical, administrative, and technical teams.
• Demonstrated ability to build credibility with clinical stakeholders.
• Experience in healthcare operations, service delivery, transformation or clinical coordination is highly desirable.
• Excellent time and project management skills, with the ability to manage multiple accounts simultaneously.
• Collaborative team player with cross-functional relationship building skills.
• This is a field-based role requiring regular presence at customer sites. You will spend significant time in operating rooms and clinical environments. The ability to travel up to 50% to customer sites across the country is essential.
• Flexible scheduling may be required to accommodate customer needs. This may include working outside of an 8:00AM to 5:00PM workday. This role may require you to work evenings, early morning, or weekend shifts as needed to deliver exemplary customer service.

Nice to Haves

• Experience working in or with US healthcare institutions.
• Experience in SaaS, AV, hardware, technical customer-facing roles.
• Proficiency with Windows, Mac OS, Android & iOS platforms.
• Experience working for a scale-up or fast-growth company in the healthcare industry.
• Track record of successful change management or digital transformation projects.
• Experience transitioning from clinical/operational roles into healthcare technology is welcomed.

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.