Associate Director, Customer Success (Ophthalmology) - OptymEdge
The Emmes Company
Listing collected from The Emmes Company's career site. NextChapter is independent of The Emmes Company.
Remote · Rockville, MD · Posted November 6, 2026
Just laid off? Start here: a plan for the first weeks
See every open role at The Emmes Company
More in Maryland job market · Pharmaceuticals & Biotech · Customer Success jobs
More roles at The Emmes Company
- Director, Scientific Statistical and Data Coordinating Center · Rockville, MD
- Director of Capture Strategy & Growth - Essex Management · Rockville, MD
- Principal Clinical Data Manager · Rockville, MD
- Principal Clinical Database Developer · Rockville, MD
- Associate Director Biostatistics · Rockville, MD
- Sr. Director, Quality Assurance · Rockville, MD
Similar jobs
- Client Manager EHB · Marsh USA · Rockville, MD
- Regional Vice President of Sales, East Region (IC-Enterprise) · Entrata · MD
- Student Accounts Manager · Fedcap Rehabilitation Services · Long Island City, NY
- Account Manager II · Renaissance Charter School · IL
- Technical Sales Manager, Thermal Analysis Products, Americas · Rigaku Holdings Corporation/ADR · The Woodlands, TX
- Manager, Sales Capabilities · Galderma Group AG/ADR
Where Rockville, MD ranks
Where Rockville, MD placed in our monthly rankings, month by month. Each month stays online at its own address.
November 2026
- #7Cities with the most hybrid jobs in the Mid-Atlantic22% · of 84
- #12Cities with the most hybrid jobs22% · of 100
- #12Best all-round cities for remote workers in the Mid-Atlantic67 / 100 · of 37
- #13Best cities for pay after cost of living in the Mid-Atlantic$143k · of 37
- #14Best all-round cities for AI careers in the Mid-Atlantic59 / 100 · of 37
- #18Best all-round cities for new graduates in the Mid-Atlantic54 / 100 · of 37
Rankings about customer success jobs
- Best cities for customer success jobs #1 New York (367 openings)
- Employers with the most customer success jobs #1 Gallagher (167 roles)
Customer Success jobs · Top Customer Success employers · All rankings
How AI is used in this kind of work
AI use among sales managers is little observed so far. Measured exposure for sales managers: 4% (little observed).
Share of this job’s tasks that AI is already used for at work, from real usage. It is not a forecast of job loss, and a low number means no use seen yet. Source: Anthropic Economic Index.
Skills this job asks for
Say which you have and which you want to build. We use it to match you to jobs like this one.
About the job
Overview
Job Title: Associate Director, Customer Success (Ophthalmology)
Location: Remote in US
OptymEdge, (part of the Emmes Group), develops proven solutions for training and certification of Visual Function Examiners and Visual Acuity Rooms. OptymEdge partners with study teams to provide visual function certification that ensures a high level of quality and consistency for ophthalmic clinical trial data.
OptymEdge 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 OptymEdge’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 discipline, continuous improvement, commercial judgement and a collaborative, growth-oriented team culture.
Additional duties, as assigned.
Qualifications
Bachelor’s degree in Life Sciences, Business or a related discipline; advanced degree preferred.
Work Experience
Typically 8–10+ years 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.
Ophthalmology, imaging, endpoint services or certification experience advantageous.
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
CONNECT WITH US!
Follow us on Twitter - @EmmesCRO
Find us on LinkedIn - Emmes
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.
#LI-Remote
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 discipline, continuous improvement, commercial judgement and a collaborative, growth-oriented team culture.
Additional duties, as assigned.
Bachelor’s degree in Life Sciences, Business or a related discipline; advanced degree preferred.
Work Experience
Typically 8–10+ years 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.
Ophthalmology, imaging, endpoint services or certification experience advantageous.
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
CONNECT WITH US!
Follow us on Twitter - @EmmesCRO
Find us on LinkedIn - Emmes
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.
#LI-Remote