Emmes · 2 days ago
Strategic Customer Success Manager - OptymEdge
United States
Full-time
Remote
Senior Level
5+ years expEmmes is a leader in transforming clinical research, specifically in ophthalmology. They are seeking a Strategic Customer Success Manager to lead key global accounts, drive customer engagement, and contribute to scalable frameworks for growth.
BiopharmaBiotechnologyClinical TrialsHealth CareMedical
Responsibilities
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
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
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
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
Qualification
Required
Bachelor's/Master's in Life Sciences, Business, or related field
5+ years in customer success, strategic account management, or clinical operations
Experience with eClinical or digital health systems
Strong communication, stakeholder management, and commercial awareness
Preferred
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
Benefits
Flexible Approved Time Off
Tuition Reimbursement
401k Retirement Plan
Work From Home Anywhere in the US
Maternal/Paternal Leave
Casual Dress Code & Work Environment
Company
Emmes
Emmes is a contract research organization that offers clinical research services for public health and biopharmaceutical innovation.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Behrman Capital
2022-06-21Acquired
2019-03-04Private Equity
Leadership Team
Peter Ronco
Chief Executive Officer
Recent News
2025-09-20
2025-01-18
2024-12-10
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