Client Success Senior Manager

EyeCarePro Inc.; South Africa; Remote; ZAR 1,103,000 - 1,654,000; Full time

Benefits offered by this job

Competitive monthly remuneration

Fully remote, international working环境

Leadership development

Exposure to AI-enabled technologies

Collaborative culture

Job summary

EyeCarePro is seeking an experienced Client Success leader to own cross-brand client success operations, coverage, capacity and performance. The role focuses on building scalable processes, playbooks and tools to improve client outcomes across multiple brands.

You will report to the COO, shape the operating model, and drive measurable improvements in retention, health scores and expansions while leveraging AI and automation to support teams and clients globally.

Qualifications

• An experienced Client Success or Account Management leader who has built, improved or scaled a client-facing function within a B2B services environment.

Responsibilities

• Define and evolve the Client Success operating model, coverage, capacity and governance.
• Lead, coach and develop managers or Team Leads to drive engagement and accountability.
• Use data to improve retention, health, expansion and commercial outcomes across brands.

Job description

EyeCarePro is a leading digital marketing and technology company serving the optometry industry. For more than two decades, we have helped eye care professionals across North America attract patients, improve performance and grow their practices. Today, our group brings together marketing, technology, software, data and growth expertise across multiple brands. Our fully remote, international team works collaboratively across businesses, markets and disciplines while remaining grounded in our core values: Great Collaborator, Always Learning, Driven to Improve and Client Focused.

The Brief Is Straightforward

• Keep more great clients and turn client insight into action.
• Make sure our clients understand the value we deliver.
• Spot risks before they become churn.
• Build stronger, more consistent client relationships.
• Match client portfolios to team capacity and turn the strongest practices across our businesses into shared standards.
• Develop strong Client Success Team Leads who build capable, accountable and engaged teams.
• Identify the right opportunities to grow with our clients.
• Build a consistent Client Success culture that values accountability, collaboration and continuous improvement.

You’ll report to the COO and own how Client Success operates across EyeCarePro and our sister companies. This includes client coverage, capacity, engagement, training, playbooks, performance and measurement. It also means improving the everyday details of how teams prepare for client meetings, follow up and keep relationships moving forward. You’ll work with leadership and other functions to improve the entire client experience. We expect you to be strategic enough to design the operating model, commercially minded enough to understand its impact, and hands-on enough to build what the team needs. That includes using AI and automation to create practical tools, workflows and applications that make teams more effective and improve how we serve clients.

Who Are We Looking For?

An experienced Client Success or Account Management leader who has successfully built, improved or scaled a client-facing function within a B2B services environment. You’ve led managers or Team Leads and understand how to create accountability, develop people and maintain engagement while navigating organisational change. You understand retention, client health, expansion and the operational decisions that influence them. You know how to balance client expectations with team capacity, establish consistent standards and turn effective approaches into scalable processes. You’re confident working with data, interpreting performance and identifying opportunities to strengthen relationships and improve commercial outcomes. You’re comfortable having difficult conversations, managing competing priorities and guiding teams through change. Most importantly, you’re someone who can set direction, build the tools, coach the leaders and demonstrate measurable improvement. Experience in a digital marketing agency, professional services, healthcare or a multi‑brand B2B environment would be advantageous.

Work Requirements

• Location: South Africa, fully remote.
• Working Hours: Monday to Friday, 8:00 AM – 4:00 PM US Eastern Time (ET), including seasonal daylight‑saving changes.
• Availability: Consistent real-time availability during the required working hours to collaborate with international leadership, internal teams and North American clients.
• Work Arrangement: Independent Contractor, with monthly remuneration.
• 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 internet connectivity to minimise disruption during load‑shedding.

Why Join EyeCarePro?

At EyeCarePro, you’ll join an innovative, collaborative international team that combines marketing, technology, data and business strategy to deliver meaningful results for clients. We offer a fully remote working environment where strategic thinking, professional development, continuous learning and accountability are valued. This is an opportunity to build something meaningful: a Client Success function that strengthens client relationships, improves retention and creates a consistent experience across multiple brands.

What We Offer

• Competitive monthly remuneration and paid time off in accordance with the applicable contractor agreement and policies.
• A fully remote, international working environment.
• Opportunities for professional growth and leadership development.
• The opportunity to influence team development, client retention and business performance.
• Exposure to AI-enabled technologies, automation and innovative business solutions.
• A collaborative culture that values execution, continuous improvement and excellence.