Customer Success Specialist

About the role

Optain is transforming the healthcare landscape through a powerful synergy of advanced software, hardware, and clinical expertise. By utilizing the eye as a non-invasive diagnostic window, we are redefining the screening and management of both ophthalmic and systemic diseases. Our mission centers on broadening access to care by integrating a specialized teleophthalmology team with proprietary AI and machine learning, supported by our industry-leading fundus imaging technology. By prioritizing affordable, front-line diagnostics, we aim to alleviate the pressures on global health infrastructure while delivering superior patient outcomes. Following a successful Series A funding round backed by prominent health systems and private equity firms, Optain is positioned for significant commercial expansion. With established regulatory clearance and a growing footprint across Europe, Australia, and the Middle East, we are currently accelerating our presence within major health networks throughout the United States. As the Customer Success Specialist, you will play a critical role in supporting health systems, IT teams, providers, and clinic staff both remotely and on-site. By following our structured onboarding framework, you'll support the end to end clinical experience and help foster strong customer relationships and positive outcomes. This position reports directly to the Director of Implementation and Customer Success. This is a remote, US-based position, with regular travel to US customer sites (up to 50%, with higher travel during peak customer implementation periods).

Responsibilities

• Client Onboarding and Implementation: Support the client onboarding process, from leadership conversations, clinical workflow integration, to go-live support.
• Training & Customer Support: Deliver engaging, hands-on training to healthcare providers and clinical staff (in-person and virtually) and provide support for live customers.
• Customer Success: Build strong, long-term relationships with clients; serve as their go-to resource for best practices, product usage, and troubleshooting. Monitor key success metrics and growth, maintaining high customer satisfaction.
• Retention & Growth: Drive adoption and expansion opportunities by understanding each client's unique needs and aligning them with our solutions.

Requirements

• Bachelor's or Associate's degree in a healthcare, life sciences, or technical field (e.g., Nursing, Optometry, Biomedical Engineering, Public Health), or equivalent clinical experience.
• Understanding of healthcare environments and clinical workflows
• Familiarity with EHR systems and clinical data privacy standards (e.g., HIPAA)
• Excellent communication, presentation, and relationship-building skills
• Ability to manage multiple projects with strong attention to detail
• Medical assistants, ophthalmic technicians, and clinical support staff are strongly encouraged to apply.
• Experience in customer success, clinical training, or account management, ideally within medical devices, ophthalmology, diabetes, or healthcare IT is a plus.
• Strong preference for candidates with direct patient care experience
• Familiarity with ophthalmic imaging or diabetic retinopathy screening is a plus.
• Prior experience in a clinical or fast-paced startup environment is a plus.

Benefits

Additional Information

About Aegis Ventures Aegis Ventures partners with entrepreneurs and industry leaders to launch and scale transformative companies in digital health and artificial intelligence. Our platform brings together market-shaping ideas, growth capital, and ambitious individuals to solve major societal problems. With a focus on innovations in healthcare, Aegis has launched four successful portfolio companies in partnership with Northwell Health and recently announced the Digital Consortium to co-develop, invest in, and launch new companies.

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