Associate Director, Customer Success; Ophthalmology; OptymEdge

Position: Associate Director, Customer Success (Ophthalmology) - OptymEdge
Associate Director, Customer Success (Ophthalmology)

Remote in US

Optym Edge, (part of the Emmes Group), develops proven solutions for training and certification of Visual Function Examiners and Visual Acuity Rooms. Optym Edge partners with study teams to provide visual function certification that ensures a high level of quality and consistency for ophthalmic clinical trial data.

Optym Edge is the largest and longest-standing certification organization in the industry. We pioneered visual acuity certification from conception. Our services have grown to be synonymous with providing the highest level of quality and standardization of clinical trial data.

• Over 2,500 sites certified worldwide, since 1995

• Phase I through post-marketing experience across anterior segment and retina trials

• Clinical Ophthalmology, Optometry, and clinical trial expertise

Primary Purpose

The Associate Director, Customer Success leads a client-facing commercial team accountable for new business acquisition, bookings performance, opportunity conversion, customer retention and account expansion across Optym Edge's Acuvera Certify, Capture and Imaging services. The role combines people leadership with ownership of selected strategic accounts and high-value opportunities, ensuring proactive engagement, disciplined sales execution and sustainable commercial growth.

Primary focus for this role

• Sustainable commercial growth
• Bookings performance and opportunity conversion
• Customer retention and account expansion
• Strategic customer relationships
• Customer success team performance and development
• Seamless customer transition into delivery

Responsibilities Strategic Account Management & Customer Relationships

• Own and develop a portfolio of strategic customer accounts, maintaining senior-level relationships and accountability for retention, revenue growth and account expansion.
• Establish account plans and conduct regular business reviews to understand customer priorities, upcoming clinical programmes and opportunities for additional services.
• Lead selected high-value opportunities and strengthen long-term partnerships through proactive engagement, responsive communication and effective issue resolution.

Customer Success Leadership & Team Management

• Provide direct line management, coaching, performance assessment and professional development for Customer Success Managers and assigned support staff.
• Set clear individual and team objectives, review progress regularly and establish accountability for commercial and customer success outcomes.
• Lead account and pipeline reviews, guide prioritisation and develop consistent practices in account planning, customer engagement and opportunity management.

Commercial Growth & Sales Leadership

• 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.
• Take an active leadership role in strategic customer meetings and complex commercial negotiations, making decisions within agreed pricing and approval limits.

Opportunity Management & Commercial Execution

• Develop pursuit strategies for priority opportunities, bringing together relevant 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, taking action to address risks and improve sales effectiveness.

Retention, Performance & Forecasting

• Promote proactive customer relationship management, 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.

Cross-Functional Collaboration & Improvement

• Collaborate with relevant operational, scientific, technology, finance and legal stakeholders to align commercial commitments with customer requirements and execution readiness.
• Support effective customer communications and coordinated follow-through on commitments across the customer lifecycle.
• Champion Salesforce…