Customer Success Lead, EU

at  Proximie

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. At Proximie, we are focused on solving this and many other global challenges in healthcare to increase productivity, remove workforce shortages and improve patient safety around the world. Proximie is the platform uniquely designed to enhance operating room experiences globally by seamlessly combining telepresence, content management, and data insights. With Proximie, it’s about centralizing the data from the operating room, making it safely accessible, and digitally connected.
Here’s what sets us apart, we’re the only platform to offer all the following:
Telepresence: Enabling live collaboration with peers or students remotely. Sharing the operating room experience without boundaries; with four views, privacy features, annotation, and chat.
Content Management: Enables the ability to record, store, and share surgical content safely in a Netflix like library of procedures.
Data Insights: Enables the ability to assess and improve operating room productivity. Real-time insights empower better decision-making.
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.
Check out Nadine’s Origins Story here: https://www.proximie.com/about-us/

POSITION OVERVIEW

As the Customer Success Lead at Proximie, you will be the driving force behind our customer success strategy in Europe. This role combines technical and commercial skills to ensure our customers gain maximum value from our products and services; from implementation through to customer and account nurturing. You will lead a team of Customer Success Managers, oversee implementation, operational excellence, and collaborate with cross-functional teams to align on company-wide strategies to drive commercial growth

Requirements

• BA/BS degree.
• Minimum of 8-10 years’ experience in Customer Success with a track record of increasing customer satisfaction, retention, and revenue growth.
• Experience in building processes and leading a Customer Success team in a high growth B2B SaaS company, ideally with experience in also working with a hardware component.
• Deep understanding of product success factors, including technical implementation, customer onboarding, adoption, support, and retention.
• Experience at working with hardware components of a product.
• Exceptional problem-solving skills to address complex product and customer challenges.
• Excellent analytical skills with the ability to perform detailed process analysis and identify areas for improvement.
• Strong communication and interpersonal skills, capable of engaging with a wide range of stakeholders.
• Ability to collaborate effectively with cross-functional teams and drive alignment on company-wide strategies

• Serve as the manager for the Customer Success team, setting high-performance standards, mentoring and developing them, and leading by example.
• Drive operational excellence within the team, ensuring processes and practices are in place to deliver consistent and scalable results that drive implementation velocity, account growth, and renewals.
• Perform ongoing analysis of the customer journey, identifying opportunities for improvements for customers, and further efficiency to deliver at scale.
• Engage with key stakeholders, including surgeons, nurses, IT teams, hospital administrators, and senior leadership, to understand product adoption and utilization
• Lead on high profile, strategic opportunities with Medical Device partners from an implementation and customer onboarding perspective; setting up repeatable and scalable systems to drive combined success.
• Represent the voice of the customer internally, providing valuable data and insights to sales, product, engineering, and design teams for continuous innovation.
• Proactively monitor product usage to drive adoption and ensure contract renewals and expansion efforts.

Requirements

• BA/BS degree.
• Minimum of 8-10 years’ experience in Customer Success with a track record of increasing customer satisfaction, retention, and revenue growth.
• Experience in building processes and leading a Customer Success team in a high growth B2B SaaS company, ideally with experience in also working with a hardware component.
• Deep understanding of product success factors, including technical implementation, customer onboarding, adoption, support, and retention.
• Experience at working with hardware components of a product.
• Exceptional problem-solving skills to address complex product and customer challenges.
• Excellent analytical skills with the ability to perform detailed process analysis and identify areas for improvement.
• Strong communication and interpersonal skills, capable of engaging with a wide range of stakeholders.
• Ability to collaborate effectively with cross-functional teams and drive alignment on company-wide strategies.