Emmes Group is transforming the future of clinical research, bringing the promise of new medical discovery closer within reach for patients. Emmes Group was founded as Emmes more than 47 years ago, becoming one of the primary clinical research providers to the US government before expanding into public-private partnerships and commercial biopharma. Emmes has built industry-leading capabilities in cell and gene therapy, vaccines and infectious diseases, ophthalmology, rare diseases, and neuroscience. We believe the work we do will have a direct impact on patients’ lives and act accordingly. We strive to build a collaborative culture at the intersection of being a performance and people-driven company. We’re looking for talented professionals eager to help advance clinical research as we work to embed innovation into the fabric of our company.
Customer Success Manager
Location
United States
Posted
15 days ago
Salary
Not specified
Seniority
Lead
No structured requirement data.
Job Description
Role Description
This client-facing role blends customer success, strategic account management, and commercial insight. You will partner with key global sponsors, oversee engagement across the customer lifecycle, and convert operational excellence into deeper, multi-service relationships. You will also contribute to the development of scalable CS frameworks that support OptymEdge’s growth trajectory.
Responsibilities
-
Strategic Account Leadership
- Serve as the primary point of contact for assigned strategic accounts
- Lead onboarding, adoption, and continuous value delivery across Certify, Capture, and Imaging modules
- Conduct structured governance meetings, QBRs, and planning sessions with client stakeholders
- Build multi-level, trust-based relationships anchored in scientific credibility and shared goals
- Identify risks early and drive cross-functional resolution to maintain delivery excellence
-
Growth & Expansion Opportunities
- Identify upsell, cross-sell, and multi-service expansion opportunities in partnership with Commercial and Business Development teams
- Contribute to the development of long-term partnership and account growth strategies
- Partner with Business Development on renewals, pricing input, and proposal development
- Track and report NRR, account health indicators, and expansion pipeline activity
-
Cross-Functional Partnership
- Collaborate with Delivery, Clinical, Product, Technology, and Marketing teams to ensure consistent execution
- Translate customer insights into actionable product and service improvement recommendations
- Contribute to value stories, case studies, and customer success narratives
- Serve as the internal voice of the customer to support alignment across teams
-
Operational Excellence & Scaling
- Contribute to the development and refinement of scalable CS processes, playbooks, and engagement frameworks
- Build and maintain account health models and standardized reporting dashboards
- Leverage CRM and analytics tools for forecasting, engagement tracking, and risk signaling
- Support knowledge sharing and onboarding activities as the CS function grows
Qualifications
- Bachelor’s/Master’s in Life Sciences, Business, or related field.
- 5+ years in customer success, strategic account management, or clinical operations.
- Experience with eClinical or digital health systems.
- Strong communication, stakeholder management, and commercial awareness.
Bonus Points
- Experience in ophthalmology clinical research or endpoint services.
- Familiarity with eSource, imaging, or certification platforms.
- Experience in growth-stage or transformation-focused organizations.
- Proficiency with Salesforce or similar CRM platforms.
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
Job Requirements
- Bachelor’s/Master’s in Life Sciences, Business, or related field.
- 5+ years in customer success, strategic account management, or clinical operations.
- Experience with eClinical or digital health systems.
- Strong communication, stakeholder management, and commercial awareness.
- Bonus Points
- Experience in ophthalmology clinical research or endpoint services.
- Familiarity with eSource, imaging, or certification platforms.
- Experience in growth-stage or transformation-focused organizations.
- Proficiency with Salesforce or similar CRM platforms.
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
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