Manager of Customer Success

About the Company

Optain is a revolutionary healthcare company that uses groundbreaking clinicians, software, and hardware technology to rethink care. We use the eye as a window to the body to improve the way we screen, manage, and treat eye and systemic conditions. Optain is committed to expanding and improving care through a combination of our teleophthalmology clinical team, our AI and machine learning technology, and our best in class fundus camera. Optain targets front-line screening and new care settings at an accessible price. At a systemic level, this not only ensures greater access to care but also promises to reduce the strains of an overburdened healthcare system. 

Optain’s recently closed Series A (led by major US private equity firms, strategic investors, and health systems) was done with the expectations of rapid commercial growth. Optain has achieved regulatory clearance and commercial adoption of its product suite in global markets, including Australia, the Middle East, and Europe, and is actively scaling across multiple health systems in the US.  

About the Job

As the Manager of Customer Success, you will be a hands-on leader who will scale and lead Optain’s US customer success function—owning a portfolio of accounts while managing a growing team of Customer Success Managers and CS Specialists. This role is responsible for driving exam utilization, reducing churn, expanding revenue within existing accounts, and ensuring every Optain customer realizes measurable clinical and business value from the platform. 

Reporting to the Head of US Customer Success & Implementation, the Manager will sit at the intersection of commercial execution, clinical outcomes, and operational rigor. You will own the customer health framework, lead quarterly business reviews with health system executives, identify and close SMB upsell opportunities, and partner with US Business Development on enterprise expansion deals. You’ll work closely with the Implementation team, Clinical Operations, and Product Management to channel customer feedback into roadmap priorities.

This is a remote, US-based position requiring willingness to travel approximately 30–40% for customer visits and business reviews.

What You'll Do

• Utilization & Adoption Management 

  • Monitor and drive exam utilization metrics across the account portfolio, proactively identifying underperforming accounts and intervening with targeted action plans 
  • Build and maintain a customer health scoring framework that enables the CS team to prioritize attention, flag at-risk accounts early, and allocate resources effectively 
  • Partner with Implementation to ensure clean post-go-live transitions and sustained adoption momentum 

• Customer Support & Relationship Management 

  • Serve as Tier 1 support owner for customer-facing operational questions, triaging issues and escalating technical problems to Engineering/Product or clinical quality issues to Clinical Operations 
  • Plan and lead quarterly business reviews with customer stakeholders, presenting utilization data, ROI metrics, clinical outcomes, and forward-looking recommendations
  • Build trusted, multi-threaded relationships across clinical, operational, IT, and executive stakeholders at each account 

• Revenue Growth & Expansion 

  • Own the upsell motion for SMB accounts—expanding to additional locations, adding users, and upgrading service tiers 
  • Systematically identify and qualify expansion opportunities across the account base, partnering with US BD to pursue larger enterprise deals 
  • Contribute to pricing and packaging feedback based on customer conversations and competitive intelligence 

• Voice of Customer & Cross-Functional Coordination 

  • Aggregate customer feedback, feature requests, and product friction points to inform Product and Engineering roadmap prioritization 
  • Coordinate with Clinical Operations on grading turnaround times, quality issues, and clinical service delivery that directly impacts customer satisfaction 
  • Partner with Marketing on case studies, testimonials, and customer reference programs 

• Team Leadership 

  • Manage, coach, and develop a team of CS Specialists—setting account coverage strategy, running team cadences, conducting 1:1s, and building a culture of proactive customer engagement 
  • Define and track team KPIs including utilization rates, NPS/CSAT, expansion revenue, and response times

What You'll Need

• 5+ years of experience in customer success, account management, or client services in healthcare technology, health IT, or medical devices 
• 2+ years of direct people management experience leading a CS or account management team 
• Track record of managing a book of business with measurable outcomes: retention, expansion revenue, utilization, and NPS/CSAT 
• Experience conducting executive-level business reviews and building ROI narratives for healthcare customers 
• Strong data orientation—comfortable pulling and interpreting product usage data to drive customer conversations and internal prioritization 
• Experience supporting customers in regulated healthcare environments (FDA-cleared technology, HIPAA, clinical quality standards) 
• Experience with CRM platforms (HubSpot or Salesforce) and customer success tools (Gainsight, Totango, or similar) preferred

What We Offer

• Competitive compensation package, including a strong base salary, performance-based bonus, and the chance to earn upside. 
• Top-tier health, vision, dental, and commuter benefits. 
• Generous monthly health and wellness reimbursement. 
• Unparalleled exposure to new business building at the intersection of artificial intelligence and healthcare. 
• The opportunity to help solve difficult problems and collaborate with world-class experts from healthcare provider networks, academia, and industry. 
• A chance to work with a highly talented, close-knit team and world-leading mentors who can act as a support network and sounding board throughout your entrepreneurial journey.

Salary Range

• $110,000 - $130,000 base salary, depending on experience and alignment with role expectations.

Why Optain? Make a real difference: Your work will help solve difficult problems as you collaborate with world-class experts from healthcare provider networks, academia, and industry. Join Optain in transforming healthcare with AI!