Customer Success Manager (Ophthalmology) - OptymEdge
RemoteUnited States
Job Summary
Lead onboarding, adoption, and continuous value delivery across Certify, Capture, and Imaging modules for assigned strategic accounts. Conduct structured governance meetings, QBRs, and planning sessions with client stakeholders to build trust-based relationships anchored in scientific credibility. Identify upsell, cross-sell, and multi-service expansion opportunities in partnership with Commercial and Business Development teams while tracking NRR, account health indicators, and expansion pipeline activity. Collaborate with Delivery, Clinical, Product, Technology, and Marketing teams to translate customer insights into actionable product recommendations and contribute to scalable CS frameworks, playbooks, and standardized reporting dashboards. Partner with Business Development on renewals, pricing input, and proposal development to unlock long-term account expansion within OptymEdge's Acuvera Suite.
Required Qualifications
- Bachelor's degree in a scientific or clinical discipline
- minimum 7–10 years' experience in ophthalmology, clinical research, or visual function assessments
- significant experience in customer success
- Experience with eClinical or digital health systems
- Strong communication, stakeholder management, and commercial awareness
Desired Qualifications
- advanced degree
- 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
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