Customer Success Manager, UK

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/ The Customer Success Manager is a field-based, customer-facing role focused on driving revenue retention and expansion across Proximie's surgical suite accounts in the UK and European Union. You will own the commercial relationship with key accounts, including NHS trusts and medtech partners, ensuring seamless onboarding, sustained engagement and long-term success across the Proximie platform. Your core responsibility is to protect and grow revenue within existing accounts while actively pursuing new business opportunities. You will work closely with internal teams to get accounts up and running, re-engage lapsed relationships and go directly after surgeons and clinical stakeholders to deepen adoption. This is not a technical or clinical support role, we are looking for someone with a strong commercial instinct who knows how to drive retention and identify upsell opportunities within complex healthcare environments. You will be a confident relationship-builder who can operate independently, navigate medtech and NHS partnerships and represent Proximie at the surgical suite level. Experience in healthcare sales or account management is essential; an understanding of how surgical environments operate is a strong advantage. The ideal candidate will be based in the London area. Responsibilities Own and grow a portfolio of surgical suite accounts, driving renewals, expansions, and new business opportunities — including re-engaging lapsed accounts and going directly after surgeons and clinical stakeholders. Build and maintain strong commercial relationships with clinical, administrative and medtech partners, positioning Proximie as the long-term operating system for intelligent operating rooms. Lead technical product and clinical demonstrations that clearly articulate the value of the Proximie platform, driving utilisation and deeper adoption within accounts. Successfully onboard and train new customers, ensuring they are set up for long-term success and full use of the platform's functionality. Support live clinical utilisation of the Proximie platform across surgical suites, labs, and training environments, identifying opportunities to expand use across divisions and specialties. Proactively identify weaknesses, inefficiencies, or underutilised functionality within accounts and work with internal teams to address them. Serve as the voice of the customer internally, feeding insights back across Proximie to continuously improve the product, service, and commercial offering. Deliver an exemplary customer experience at all times, ensuring every interaction reinforces trust and long-term partnership. Requirements 2+ years of experience in a commercial, account management or sales role, ideally within SaaS, medtech, AV or a technical equivalent environment. Proven track record of driving revenue retention and new business development, with a strong commercial instinct and the ability to manage a pipeline. Experience working with or selling into healthcare or NHS environments is highly desirable; familiarity with surgical workflows or medtech partnerships is a strong advantage. Excellent communication and presentation skills, with the confidence to engage directly with surgeons, clinical leads and senior stakeholders. Strong time and project management skills, with the ability to juggle multiple accounts and competing priorities simultaneously. A collaborative team player who can also operate independently and build effective cross-functional relationships internally. Willingness and ability to travel up to 50% across the UK and Europe to visit customer sites. Flexibility to work outside standard hours where needed, including evenings, early mornings, or occasional weekends, to meet customer needs.