Customer Success Associate; Ophthalmology; OptymEdge

Position: Customer Success Associate (Ophthalmology) - OptymEdge
Job Title:

Customer Success Associate (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 Customer Success Associate supports responsive, well-organised customer engagement through account coordination, communication, reporting and customer-facing onboarding support. The role helps Customer Success Managers maintain visibility of account needs, risks and growth signals while providing consistent administrative and coordination support across the customer lifecycle.

Primary focus for this role:

• Responsive, well-organized customer experience
• Account coordination and visibility
• Smooth onboarding and transition support
• Accurate reporting and account health insight
• Growth opportunity identification

Responsibilities Account Coordination & Customer Support

• Act as a day-to-day coordination contact for customer queries, directing requests to appropriate stakeholders and ensuring timely follow-up.
• Maintain account action trackers, meeting records, key dates and open issues, escalating risks and delays to the responsible commercial lead.
• Prepare agendas, meeting packs, notes and customer communications to support effective relationship management.

Customer Onboarding & Transition Support

• Support customer-facing onboarding communications and coordination, tracking agreed activities and outstanding requests.
• Maintain visibility of onboarding status, customer actions and dependencies, working with relevant stakeholders to obtain updates.
• Escalate emerging concerns promptly and help ensure customers receive clear and timely information.

Account Reporting & Customer Health

• 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.

Account Growth Support

• 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.

Additional duties, as assigned.

Qualifications

• Bachelor’s degree in Life Sciences, Business or a related discipline.

Work Experience

• Typically 1–3 years in customer support, account coordination, project coordination or a related role; life sciences experience preferred.
• Strong organisational, communication and customer service skills with excellent attention to detail.
• Proficiency with Microsoft Office; familiarity with Salesforce or comparable CRM systems preferred.
• Ability to manage multiple priorities, collaborate globally and communicate proactively.
• Customer-focused mindset and interest in developing a career in customer success.

Why work at Emmes?

At Emmes, your actions and hard work will have a direct impact on public health initiatives, both globally and in our local communities with opportunities for volunteerism through our Emmes Cares community engagement program. We offer a competitive benefits package focused on the health and needs of our growing workforce, including:

• Flexible Approved Time Off
• Tuition Reimbursement
• 401k Retirement Plan
• Work From Home Anywhere in the US
• Maternal/Paternal Leave
• Casual Dress Code & Work Environment

The Emmes Company, LLC is an equal opportunity employer and does not discriminate in its selection and employment practices. All qualified applicants will receive consideration for employment without regard to disability or protected veteran status.