Full-Time Client Success Manager (Optometry)

What You'll Accomplish:

• Own the Client Journey: Masterfully guide clients through the full lifecycle: onboarding, implementation, adoption, training, and renewals.
• Conduct regular client check-ins and quarterly business reviews.
• Develop and execute tailored Client Success Plans aligned with each client’s goals.
• Proactively identify and mitigate churn risks through early warning indicators.

Strategic Client Advisor:

• Lead pivotal conversations as a trusted advisor, ensuring ongoing value delivery.
• Identify and pursue upsell or cross-sell opportunities that align with client objectives.

Drive Measurable Growth:

• Boost product usage and adoption across the client base.
• Increase referral rates and elevate Net Promoter Scores (NPS).
• Track and report on key success metrics to internal stakeholders.

Optimize for Excellence:

• Document all client interactions and key information within our Monday.com workspace.
• Contribute to the creation of client resources, FAQs, and self-service materials.
• Continuously refine success workflows to ensure personalized, efficient, and high-impact engagements.

Amplify Client Voices:

• Partner with Sales and Marketing to develop compelling case studies and testimonials.
• Leverage client success stories to fuel pipeline growth and conversion.

Be the Client Champion:

• Advocate client feedback across Product, Support, Sales, and Leadership teams.
• Influence our roadmap and service offerings to better meet optical-practice needs.

How Success is Measured (Your Impact):

• Product Adoption & Usage: Tangible increase in client engagement with our solutions.
• Net Promoter Score (NPS): Consistently achieves high NPS, reflecting exceptional client satisfaction.
• Client Retention: Drive client retention to an industry-leading 98%+.
• Revenue Growth: Successfully upsell/cross-sell services to expand client accounts.
• Portfolio Management: Effectively manage and nurture a portfolio of 42+ key clients.
• Performance Bonuses: Earn significant performance-based bonuses for each key metric target achieved!

What You Bring (Qualifications & Experience):

• Bachelor's degree or equivalent practical experience in a relevant field.
• 3-5+ years of direct client-facing experience in Customer Success, Account Management, Sales, or Business Development.
• Experience working directly with optometry or ophthalmology practices.
• Understanding of common practice management or EHR systems in the optical sector.
• Familiarity with day-to-day workflows and challenges of optical practices.
• Proven Track Record: Demonstrated success in client retention, upselling/cross-selling, and building lasting professional relationships.
• Excellent communication, presentation, and interpersonal skills.

You're a Great Fit If You Are:

• Analytical & Solutions-Oriented: You dissect challenges and devise effective, client-centric solutions.
• Sales-Minded & Customer-First: You naturally identify opportunities while prioritizing client needs and success.
• A Clear & Persuasive Communicator: You articulate ideas compellingly and can tell a captivating story.
• Adaptable & Resilient: You thrive in dynamic environments, manage pressure effectively, and adapt quickly.
• Organized & Driven: You are exceptionally organized, self-motivated, and highly accountable for your results.

Why Join My Business Care Team?

• Impactful Work: Join a mission-driven team that's genuinely redefining client success in the specialized healthcare services space.
• Flexibility: Enjoy a fully remote work setup, offering you work-life balance.
• Rewarding Performance: Benefit from a generous performance-based bonus structure that recognizes your achievements.
• Career Growth: Build your career within a growth-oriented, supportive, and sales-friendly culture.
• Collaborative Environment: Work with passionate colleagues dedicated to mutual success.

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