Overview
Job Title: Customer Success Manager
Location: US - Remote
OptymEdge is advancing global ophthalmology clinical trials through the Acuvera Suite-Certify, Capture, and Imaging-bringing digital transformation to visual function endpoints. To support this growth, we are seeking a Customer Success & Strategic Growth Manager to support and execute value realization, strengthen sponsor and CRO partnerships, and unlock long-term account expansion.
Primary Purpose
This client-facing role blends customer success, strategic account management, and commercial insight. You will partner with key global sponsors, oversee engagement across the customer lifecycle, and convert operational excellence into deeper, multi-service relationships. You will also contribute to the development of scalable CS frameworks that support OptymEdge's growth trajectory.
Responsibilities
1. Strategic Account Leadership
• Serve as the primary point of contact for assigned strategic accounts
• Lead onboarding, adoption, and continuous value delivery across Certify, Capture, and Imaging modules
• Conduct structured governance meetings, QBRs, and planning sessions with client stakeholders
• Build multi-level, trust-based relationships anchored in scientific credibility and shared goals
• Identify risks early and drive cross-functional resolution to maintain delivery excellence
2. Growth & Expansion Opportunities
• Identify upsell, cross-sell, and multi-service expansion opportunities in partnership with Commercial and Business Development teams
• Contribute to the development of long-term partnership and account growth strategies
• Partner with Business Development on renewals, pricing input, and proposal development
• Track and report NRR, account health indicators, and expansion pipeline activity
3. Cross-Functional Partnership
• Collaborate with Delivery, Clinical, Product, Technology, and Marketing teams to ensure consistent execution
• Translate customer insights into actionable product and service improvement recommendations
• Contribute to value stories, case studies, and customer success narratives
• Serve as the internal voice of the customer to support alignment across teams
4. Operational Excellence & Scaling
• Contribute to the development and refinement of scalable CS processes, playbooks, and engagement frameworks
• Build and maintain account health models and standardized reporting dashboards
• Leverage CRM and analytics tools for forecasting, engagement tracking, and risk signaling
• Support knowledge sharing and onboarding activities as the CS function grows
Qualifications
.Bachelor's degree in a scientific or clinical discipline (advanced degree preferred) or minimum 7-10 years' experience in ophthalmology, clinical research, or visual function assessments, with significant experience in customer success.
• Experience with eClinical or digital health systems.
• Strong communication, stakeholder management, and commercial awareness
Bonus Points
• Experience in ophthalmology clinical research or endpoint services
• Familiarity with eSource, imaging, or certification platforms
• Experience in growth-stage or transformation-focused organizations
• Proficiency with Salesforce or similar CRM platforms
