Brady Hoffman

About Brady Hoffman

Only 16% of companies say their customer experience is truly personalized — yet 80% of customers say it\'s a key buying factor. Why the gap?”In my early days scaling a digital health startup, we bet big on AI before it was trendy. One major health system said, “We love the tech, but your onboarding feels like an afterthought.” That moment flipped a switch: innovation means nothing if your customers can’t adopt, integrate, and grow with you.Since then, I’ve made it my mission to lead high-impact customer success strategies that drive both retention and revenue. From scaling a company from $500K to $34M, to launching enterprise programs across implementations, to improving eNPS from 55 to +77 — I’ve delivered customer experiences that spark trust, loyalty, and long-term growth.My approach? Combine data-driven success models with human-centric leadership, align GTM and product teams, and empower CX functions to become strategic revenue drivers.If you\'re a healthcare tech leader asking- “How do we align customer success to business strategy?”- “Can we scale without losing our customer intimacy?”- “How do we turn implementations into lasting partnerships?”Let’s connect — I’d love to share how I’ve helped companies like Proximie, QGenda, and Viz.ai do exactly that.

Experience

1. Director, Customer Success, Americas

   Proximie

   Dec 2023 — Present · London, GB

   Scaled procedural room adoption by 250% in 12 months by deploying a structured customer engagement strategy and aligning executive stakeholders across the Americas.* Drove 99% customer retention and 200% increase in LTV by embedding a datadriven success model that accelerated multi-year renewals and recurring revenue expansion.* Built and operationalized Proximie’s global customer success framework, establishing the playbook for enterprise onboarding, adoption, retention, and expansion across multiple markets.* Launched end-to-end customer journey playbooks, ensuring seamless onboarding and accelerated adoption for top-tier clients including, AdventHealth, and Olympus.* Accelerated time-to-value by 75% through customer-first culture and process maturity transformation, elevating global CS team from from forming to performing within one year.* Boosted team engagement by in 12 months by cultivating a high-performance culture, contributing to Proximie’s Great Place to Work recognition

Education

• University of Utah

  Bachelor's of Science, Health Education and Promotion

  2005 — 2009

• University of Vermont

  Graduate Certificate, Public Health

  2013 — 2014

• University of Vermont

  Master of Public Administration (M.P.A.), Health/Health Care Administration/Management

  2012 — 2014

• University of Vermont

  Graduate Study, Healthcare Management & Leadership

  2012 — 2014

• NOLS

  Outdoor Educator Certificate, Outdoor Educator Semester

  2007 — 2007

Skills

• Scrum
• Event Planning
• Policy Analysis
• Agile Application Development
• Grant Writing
• Leadership
• Leadership Development
• Outdoor Recreation
• Health Promotion
• Team Development
• Emergency Management
• Nonprofit Organizations
• International Development
• Project Management
• Fundraising
• Program Evaluation
• Master Leave No Trace
• Healthcare
• Group Management
• Group Development
• Policy
• Organizational Development
• Health Education
• Community Organizing
• Volunteer Management
• Training
• Capacity Building
• Management
• Program Development
• Public Health
• Nremt-I-93
• Non-Profit Administration
• Healthcare Management
• Outdoor Education
• Public Speaking
• Strategic Planning
• Public Policy
• Youth Development
• Public Health Emergency Preparedness
• Program Management