Full-Time Client Success Manager

As a Client Success Manager at My Business Care Team, you will provide ongoing support to our clients and network with them.

Contribute to building relationships, implementing new programs to increase revenue and minimize churn rates.

Own the entire client relationship, including onboarding, implementation, training, adoption, retention, and satisfaction.

Establish relationships as a trusted advisor to ensure continued service value.

Develop and maintain customer-success strategies, best practices, and customer support content (with creative team support).

Create process maps and process documents.

Effectively communicate with internal and external senior managers to understand customer needs, maximize retention and growth, and share learnings.

Establish clear retention goals and process milestones for clients and employees.

Assist clients with setting up and navigating programs/related tools.

Review client complaints and concerns, seeking to improve client experience.

Optimize existing processes and enhance Client Success initiatives.

Serve as day-to-day contact, building trust, identifying opportunities, highlighting best practices, and documenting everything.

Collaborate with sales and marketing to boost referrals and develop case studies.

Metrics (subject to change):

• Increase client product usage through education, awareness, and referrals
• Achieve high Net Promoter Score for each client
• Maintain high client retention

Requirements:

• Bachelor's degree or equivalent experience in customer support/success, sales, business development, or account management.
• 3-5 years of experience in communications, marketing, sales, account management, or client success.
• Optometry and/or ophthalmology experience in operations is desired.

Desired Attributes:

• Strong analytical and problem-solving skills
• Ability to work under pressure and manage multiple clients
• Highly organized and detail-oriented
• Exceptional communication and relationship-building skills
• Active team player, self-starter, and multitasker with flexibility to adjust priorities

What is the last date for applying to the job?

Which countries are accepted for this remote job?