[Hiring] Associate Director, Customer Success @Emmes

Role Description

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.

• 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.
• 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.

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

Company Description

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.