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 health system executives, presenting account performance, clinical outcomes, and ROI data