Full-Time Client Success Manager

Client Success Manager

Responsibilities:

• Provide ongoing support to clients and network with them.
• Contribute to building relationships, implementing programs to increase revenue and minimize churn.
• Own the entire client relationship (onboarding, implementation, training, adoption, retention, satisfaction).
• Establish trusted advisor relationship.
• Develop and maintain customer-success strategies and support content.
• Create process maps and documents.
• Communicate effectively with internal and external senior managers.
• Establish retention goals and process milestones.
• Assist clients with programs and tools.
• Review client complaints and seek improvement.
• Optimize existing processes and enhance initiatives.
• Serve as day-to-day contact, building rapport and identifying opportunities.
• Work with sales and marketing to boost referrals and develop case studies.
• Increase client product usage through education, awareness, and referrals.
• Track metrics (client usage, NPS).

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.

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.

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