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 business revenue and minimize churn.

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

Establish yourself as a trusted advisor to ensure the continued value of our services.

Develop and maintain customer-success strategies, best practices, and customer-support content.

Create process maps and documents.

Communicate effectively 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 programs and tools.

Review client complaints and concerns to improve the client experience.

Optimize existing processes and enhance client success initiatives.

Serve as the day-to-day contact for assigned accounts, building trust and rapport, identifying areas for opportunity, and highlighting best practices.

Work with sales and marketing teams to boost referrals and develop case studies.

Metrics tracked (subject to change): Increase client product usage, net promoter score, client retention.

Required: 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.

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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