Customer Success Associate (Ophthalmology) - OptymEdge

Emmes Group • Rockville, MD

2d • Remote

About The Position

OptymEdge, part of the Emmes Group, develops training and certification solutions for Visual Function Examiners and Visual Acuity Rooms. It partners with study teams to provide visual function certification and support quality and consistency in ophthalmic clinical trial data. The Customer Success Associate supports responsive, well-organized customer engagement through account coordination, communication, reporting, and customer-facing onboarding support. The role helps Customer Success Managers maintain visibility into account needs, risks, and growth signals while providing administrative and coordination support across the customer lifecycle. Its primary focus areas are customer experience, account coordination and visibility, onboarding and transition support, accurate reporting and account-health insight, and identifying growth opportunities.

Requirements

• Bachelor’s degree in Life Sciences, Business, or a related discipline.
• Typically 1–3 years of experience in customer support, account coordination, project coordination, or a related role.
• Strong organizational, communication, and customer service skills, with excellent attention to detail.
• Proficiency with Microsoft Office.
• Ability to manage multiple priorities, collaborate globally, and communicate proactively.
• Customer-focused mindset and interest in developing a career in customer success.

Nice To Haves

• Life sciences experience.
• Familiarity with Salesforce or comparable CRM systems.

Responsibilities

• Act as a day-to-day coordination contact for customer queries, direct requests to appropriate stakeholders, and ensure timely follow-up.
• Maintain account action trackers, meeting records, key dates, and open issues; escalate risks and delays to the responsible commercial lead.
• Prepare agendas, meeting packs, notes, and customer communications to support relationship management.
• Support customer-facing onboarding communications and coordination, tracking agreed activities and outstanding requests.
• Maintain visibility of onboarding status, customer actions, and dependencies, working with stakeholders to obtain updates.
• Escalate emerging concerns promptly and help ensure customers receive clear and timely information.
• Prepare quarterly business review materials, account summaries, and performance reports using available commercial and operational information.
• Maintain accurate customer account records and activities in Salesforce.
• Monitor account health indicators, feedback, and outstanding issues, and highlight potential retention risks.
• Identify potential expansion, repeat-business, or cross-sell signals from customer conversations and share them with the responsible commercial lead.
• Support preparation of account plans, follow-up materials, and engagement activities for existing customers.
• Assist with post-study customer engagement and tracking of agreed next steps.
• 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: Entry Level