Customer Success Manager

Emmes is transforming the future of clinical research, and they are seeking a Customer Success Manager to support and execute value realization while strengthening partnerships. This role involves managing strategic accounts, identifying growth opportunities, and collaborating across various teams to ensure successful customer engagement and operational excellence.

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

Requirements:

• 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
• 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