Client Success Senior Manager

EyeCarePro is a leading digital marketing and technology company serving the optometry industry. For more than two decades, we have partnered with eye care professionals across North America, combining marketing strategy, technology, and industry expertise to help practices attract patients, improve performance, and grow their practices.

EyeCarePro is part of a group of brands united by a shared commitment to helping businesses achieve meaningful and sustainable growth. Within the group of brands, we also have a full-service marketing and growth consultancy business that applies our collective expertise across a diverse range of industries.

Together, with our multiple brands, we bring strategy, creativity, technology, software solutions, data, and operational expertise under one group. Our fully remote, international team works collaboratively across brands, markets, and disciplines while remaining grounded in our core values: being great collaborators, always learning, driven to improve, and client focused.

The Role

As EyeCarePro and our sister companies grow, we need a more consistent, scalable Client Success function. We are looking for an experienced Client Success Senior Manager to build and lead that function, strengthening client relationships, improving retention, demonstrating client value, and creating opportunities for sustainable growth across our brands.

Reporting to the Chief Operating Officer (COO), you will translate business priorities into a practical Client Success operating plan with clear standards, accountability, and measurable outcomes. You will lead the Client Success function, including its Team Leads, and help shape the structure and capabilities required to manage client relationships consistently as the organisation grows.

You will own the Client Success operating system: the client coverage, capacity, engagement standards, people development, processes, tools, and measurement needed to improve retention and the client experience.

You will work hands-on where needed, bring together the strongest practices across the businesses, and use AI and automation to improve how the function operates.

This position requires a seasoned leader who can confidently guide teams through organisational change, build trust and accountability, manage complex client relationships, and foster a performance-driven culture focused on client retention and sustainable growth.

What You'll Do

Client Success Strategy & Retention

• Build a consistent approach to demonstrating client value, ensuring clients understand the results, progress, and business impact of the services they receive.
• Act as a senior point of escalation for strategic or at-risk client relationships, helping teams navigate difficult conversations, restore confidence, and protect long-term relationships.
• Build and continuously improve the Client Success operating model across EyeCarePro and our sister companies, with clear standards for how client relationships are managed.
• Use data and client insight to identify risks early, address recurring relationship issues, and improve retention through changes to how the function operates.
• Bring together the strongest practices across the businesses and embed a more consistent Client Success experience across brands.

Operational Leadership & Performance

• Design and implement client coverage and capacity models around portfolio sizes, client segmentation, and engagement cadence, with consistent expectations for preparation, client calls, and follow-up.
• Own the Client Success performance framework, including retention, churn, client health, relationship quality, expansion opportunities, and operational measures, using the results to set priorities and improve performance.
• Establish a disciplined weekly operating rhythm for Client Success, tracking performance against agreed targets across measures such as client health, CSAT, retention, expansion, portfolio capacity, and client engagement.
• Conduct root-cause analysis and implement corrective actions where performance is below expectations.
• Work with leadership and other functions to improve the end-to-end client experience and ensure the function has the structure, resources, and tools needed as the organisation grows.

People Leadership & Development

• Lead Client Success Team Leads and the wider function, establishing clear accountability, strong management practices, and consistent performance across teams.
• Build the training, playbooks, and development framework needed to standardise the Client Success role and strengthen capability across teams.
• Develop a collaborative, accountable, and client-focused culture that supports employee engagement and continuous improvement.
• Coach and support Team Leads through organisational changes, evolving responsibilities, and performance challenges.
• Create clarity around expectations, ownership, and professional development opportunities while maintaining strong team engagement.

Client Experience & Cross-Functional Collaboration

• Create a structured voice-of-customer feedback loop, ensuring client needs, concerns, and opportunities inform Marketing, Product, Service Delivery, and Leadership decisions.
• Build strong partnerships across departments to resolve recurring client challenges and improve service delivery.
• Ensure feedback and client insights lead to meaningful operational improvements.
• Support a consistent client experience across multiple brands, teams, and service offerings.

Business Growth & Expansion

• Identify opportunities to strengthen client relationships, improve retention, and expand the value delivered to existing clients.
• Build a systematic approach to identifying expansion, cross-sell, and adoption opportunities from client needs and performance.
• Work closely with Sales and other teams to convert appropriate opportunities into sustainable business growth.
• Use client performance and engagement data to inform commercial recommendations and long-term relationship strategies.

AI, Automation & Continuous Improvement

• Build practical AI tools, automated workflows, and light applications that improve the team's effectiveness, consistency, and ability to scale.
• Identify opportunities to streamline Client Success processes, reporting, client engagement, and internal workflows through technology.
• Apply AI and automation thoughtfully to improve decision-making, productivity, and client experiences.
• Encourage continuous learning, experimentation, and the responsible adoption of emerging technologies.

What You'll Bring

Essential Requirements

• A strong track record leading Client Success, Account Management, or a comparable client-facing function in a B2B services environment.
• Experience leading managers or Team Leads and building or scaling a client-facing organisation.
• Demonstrated experience improving client retention, relationship quality, and commercial outcomes.
• Experience designing and implementing Client Success operating models, client coverage and capacity models, processes, and performance frameworks.
• Strong commercial and analytical judgement, with the ability to balance client experience, retention, growth, and operational efficiency.
• Demonstrated experience using AI, automation, and technology to build and continuously improve client-facing workflows, team productivity, insights, and scalability.
• The ability to translate business priorities into practical plans and work hands-on to build and standardise the function.
• Proven ability to manage complex people dynamics, lead organisational change, and establish accountability while maintaining team engagement.
• Excellent communication, stakeholder management, negotiation, and problem-solving skills.
• Strong leadership maturity, resilience, adaptability, and the ability to make sound decisions in a fast-paced environment.

Nice to Have

• Experience in a digital marketing agency, professional services, or another recurring B2B service environment.
• Experience working with North American clients.
• Experience across multiple brands, business units, or teams with different operating models.
• Experience in healthcare, optometry, or a related industry.
• Familiarity with digital marketing performance, marketing analytics, customer acquisition, and conversion optimisation.

What Success Looks Like

This is a build-and-operate leadership role . Over time, we expect the Client Success Senior Manager to create a function that:

• Improves client retention and addresses the recurring causes of churn.
• Has a clear client coverage and capacity model that supports consistent, well-prepared client engagement.
• Identifies client risks early and turns client insight into action.
• Has capable Team Leads, clear accountability, and consistent performance across teams.
• Uses shared training, playbooks, and development practices to strengthen the client experience across brands.
• Identifies and supports relevant client expansion opportunities.
• Gives leadership a clear view of retention, client health, expansion opportunities, and operational performance.
• Scales through effective processes, practical AI tools, and automation.
• Builds an engaged, accountable, and adaptable Client Success team capable of navigating organisational change and delivering consistent results.

Work Requirements

• Work arrangement: 100% remote, open to candidates internationally.
• Working hours: Monday to Friday, 8:00 AM – 4:00 PM US Eastern Time (ET), including seasonal daylight-saving changes.
• Availability: Must be consistently available during the required working hours to collaborate with leadership, internal teams, and North American clients.
• Reporting to: Chief Operating Officer (COO).

Remote Work Setup

Candidates must provide:

• A reliable, high-speed internet connection.
• A quiet, professional home office environment.
• A personal computer, monitors, and the necessary work equipment.
• Reliable backup power and connectivity where applicable, including during load-shedding.

Why Join EyeCarePro?

At EyeCarePro, you will be part of an innovative, collaborative international team dedicated to helping eye care professionals and businesses achieve meaningful, sustainable growth.

We offer a fully remote working environment where strategic thinking, professional development, continuous learning, and accountability are valued.

This is an opportunity to shape and lead the Client Success function across multiple brands, strengthen client relationships and retention, develop high-performing teams, and introduce meaningful operational improvements.

You will work alongside experienced leaders and cross-functional teams, using data, technology, and AI-enabled solutions to build a scalable Client Success function that delivers measurable business results.

What We Offer

• Competitive remuneration and paid time off in accordance with the applicable agreement and company policies.
• A fully remote, international working environment.
• Opportunities for professional growth and leadership development.
• The opportunity to influence client retention, team development, and business performance across multiple brands.
• A collaborative culture that values ownership, innovation, continuous improvement, and measurable results.

Ready to Apply?

If you are an experienced Client Success leader with a proven track record of building high-performing teams, improving client retention, and driving organisational change, we encourage you to apply.

We are looking for someone who combines strategic leadership with hands-on execution, thrives in a dynamic environment, and is motivated by building systems, developing people, and delivering exceptional client outcomes.

Join EyeCarePro and help shape the future of Client Success across our growing group of brands.

Please note: If you do not hear from us within two weeks of submitting your application, please consider your application unsuccessful.