Full-Time Client Success Manager (Optometry Focus)

• Own the Client Journey
• Guide clients through onboarding, implementation, adoption, training, and renewals.
• Conduct regular client check-ins and quarterly business reviews.
• Develop tailored Client Success Plans aligned with client goals.
• Identify and mitigate churn risks.

• Strategic Client Advisor
• Lead conversations, ensuring value delivery.
• Identify upsell/cross-sell opportunities.

• Drive Measurable Growth
• Boost product usage and adoption.
• Increase referral rates and NPS.
• Track and report key success metrics.

• Optimize for Excellence
• Document client interactions in Monday.com.
• Create client resources and FAQs.
• Refine success workflows.

• Amplify Client Voices
• Partner with Sales and Marketing for case studies.
• Leverage client success stories.

• Be the Client Champion
• Advocate client feedback across teams.
• Influence roadmap and service offerings.

How Success is Measured:

• Product Adoption & Usage
• Net Promoter Score (NPS)
• Client Retention: 98%+
• Revenue Growth via upsells/cross-sells
• Portfolio Management: 42+ clients

Qualifications & Experience:

• Bachelor's degree or equivalent experience.
• 3-5+ years in Customer Success, Account Management, Sales, or Business Development.
• Experience with optometry/ophthalmology practices.
• Understanding of practice management or EHR systems.
• Familiarity with optical practice workflows.
• Proven success in client retention and upselling.
• Excellent communication and interpersonal skills.

Great Fit If:

• Analytical & Solutions-Oriented
• Sales-Minded & Customer-First
• Clear & Persuasive Communicator
• Adaptable & Resilient
• Organized & Driven

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