Full-Time Client Success Manager (Optometry Focus)

• Own the Client Journey
• 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.
• 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.

• Product Adoption & Usage
• Net Promoter Score (NPS)
• Client Retention: Drive client retention to an industry-leading 98%+.
• Revenue Growth: Successfully upsell/cross-sell services to expand client accounts.

• Bachelor's degree or equivalent practical experience in a relevant field.
• 3-5+ years of direct client-facing experience.
• Experience working directly with optometry or ophthalmology practices.

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