[Hiring] Client Success Senior Manager @Eyecare Pro

Role Description

As we grow, we want to build a Client Success function that gives clients a consistently strong experience and gives our teams the structure, skills and tools to deliver it. That's what we're hiring you to build and lead.

• 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

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.

Qualifications

• An experienced Client Success or Account Management leader.
• Successfully built, improved or scaled a client-facing function within a B2B services environment.
• Led managers or Team Leads and understand how to create accountability, develop people and maintain engagement while navigating organisational change.
• Understand retention, client health, expansion and the operational decisions that influence them.
• Know how to balance client expectations with team capacity, establish consistent standards and turn effective approaches into scalable processes.
• Confident working with data, interpreting performance and identifying opportunities to strengthen relationships and improve commercial outcomes.
• Comfortable having difficult conversations, managing competing priorities and guiding teams through change.
• Ability to 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.

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.

Benefits

• 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.

Ready to Apply?

If you're a seasoned Client Success leader who enjoys building high-performing teams, improving processes and turning strategy into measurable results, we'd love to hear from you. If that's the kind of challenge you've been looking for, we'd like to meet you.

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