Customer Success Manager - OptymEdge

Emmes is transforming the future of clinical research, and they are seeking a Customer Success Manager to support and execute value realization while strengthening sponsor and CRO partnerships. This client-facing role involves strategic account management, overseeing customer engagement, and contributing to scalable customer success frameworks.

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