Aegis Ventures

Customer Success Manager

• 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.

Manager

• Own the full implementation lifecycle for assigned US accounts, including project planning, milestone definition, go-live readiness criteria, and formal handoff to Customer Success.
• Work with the Technical Implementation Management team to build and maintain implementation project plans with clear timelines, dependencies, and escalation paths for each account.
• Serve as the primary internal owner for implementation outcomes, coordinating across internal teams and customer stakeholders.
• Partner with clinical stakeholders to define screening workflows that integrate Optain’s platform with existing clinical operations and EHR systems (Epic, Athena, and others).
• Collaborate with Technical Implementation to define HL7 interface requirements, VPN/SFTP connectivity, and platform configuration for each customer.
• Develop and deliver training programs for clinical staff (technicians, nurses, physicians) on camera operation, image capture, and platform workflow—both in-person and virtual.
• Define and track proof-of-concept success criteria—exam volume ramp, provider adoption rates, image quality compliance, workflow adherence—and drive accountability toward targets.

Customer Success Manager

Clinical Implementation Manager