Associate Director, Customer Success (Ophthalmology) - OptymEdge

Emmes Group • Rockville, MD

2d • Remote

About The Position

The Associate Director, Customer Success leads a client-facing commercial team responsible for new business acquisition, bookings performance, opportunity conversion, customer retention, and account expansion across OptymEdge’s Acuvera Certify, Capture, and Imaging services. The position combines team leadership with responsibility for selected strategic accounts and high-value opportunities, supporting proactive customer engagement, disciplined sales execution, and sustainable commercial growth.

OptymEdge, part of the Emmes Group, provides training and certification for Visual Function Examiners and Visual Acuity Rooms. It partners with study teams to provide visual function certification that promotes quality and consistency in ophthalmic clinical trial data. Its services span Phase I through post-marketing studies across anterior segment and retina trials, drawing on clinical ophthalmology, optometry, and clinical trial expertise.

Requirements

• Bachelor’s degree in Life Sciences, Business, or a related discipline.
• Typically 8–10+ years of experience in customer success, strategic account management, business development, or commercial roles, preferably within pharma, biotech, CROs, or clinical trial services.
• Demonstrated experience managing and developing customer-facing commercial teams with accountability for bookings, sales performance, and strategic accounts.
• Proven success in new business acquisition, customer retention, account expansion, and complex commercial negotiations.
• Strong understanding of clinical research services, customer procurement, and commercial decision-making.
• Experience with Salesforce, pipeline management, forecasting, and senior stakeholder engagement.

Nice To Haves

• Advanced degree.
• Ophthalmology, imaging, endpoint services, or certification experience.

Responsibilities

• Own and develop a portfolio of strategic customer accounts, maintaining senior-level relationships and accountability for retention, revenue growth, and account expansion.
• Develop account plans and conduct regular business reviews to understand customer priorities, upcoming clinical programs, and opportunities for additional services.
• Lead selected high-value opportunities and strengthen long-term partnerships through proactive engagement, responsive communication, and effective issue resolution.
• Manage, coach, assess the performance of, and support the professional development of Customer Success Managers and assigned support staff.
• Set individual and team objectives, review progress, and establish accountability for commercial and customer success outcomes.
• Lead account and pipeline reviews, guide prioritization, and develop consistent practices for account planning, customer engagement, and opportunity management.
• Own team-level bookings performance, new customer acquisition, qualified pipeline development, opportunity conversion, and growth within existing accounts.
• Lead and coach the team across the sales cycle, including prospect engagement, qualification, proposal strategy, pricing discussions, negotiations, and contract execution.
• Participate in strategic customer meetings and complex commercial negotiations, making decisions within agreed pricing and approval limits.
• Develop pursuit strategies for priority opportunities and coordinate expertise to strengthen solutions, proposals, and win probability.
• Coordinate proposal and budget inputs, commercial reviews, and contract progression in accordance with established processes and approval requirements.
• Review opportunity movement, win/loss reasons, and conversion performance, and take action to address risks and improve sales effectiveness.
• Monitor account health and identify retention or delivery-related risks early.
• Maintain accurate opportunity and account information, provide reliable forecast inputs, and communicate changes in deal timing, value, and probability.
• Review performance against bookings and customer success objectives and present priorities, risks, and corrective actions to commercial leadership.
• Collaborate with operational, scientific, technology, finance, and legal stakeholders to align commercial commitments with customer requirements and execution readiness.
• Support coordinated customer communications and follow-through on commitments across the customer lifecycle.
• Champion Salesforce discipline, continuous improvement, commercial judgment, and a collaborative, growth-oriented team culture.
• Perform additional duties as assigned.

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
• Opportunities for volunteerism through the Emmes Cares community engagement program

What This Job Offers

• Job Type: Full-time
• Career Level: Director