Key skills
Customer SuccessAccount ManagementSaaSHealthcare TechnologyConsultative CommunicationCRM SystemsHubSpotSalesforceGoCRMCommunicationTime ManagementSales
About this role
Optivate is a leading provider of healthcare technology software solutions purpose-built for ophthalmologists and eye care specialists. The Customer Success Manager is responsible for managing ongoing customer relationships after go-live and ensuring customers achieve measurable value from Optivate's platform.
Responsibilities:
- Serve as the primary relationship owner for a portfolio of customers after go live
- Drive product adoption by delivering ongoing training, guidance, and success check-ins
- Monitor account health, usage patterns, and customer sentiment and act early on risks or barriers
- Create and maintain customer success plans focused on measurable outcomes and value realization
- Partner with onboarding, support, training, product, and revenue teams to ensure seamless customer experience
- Support renewal readiness by documenting outcomes and ensuring customers see clear value
- Identify expansion opportunities and collaborate with sales on upsell and growth initiatives
- Identify upsell and expansion opportunities and coordinate with sales to execute next steps
- Capture customer feedback and deliver insights to product operations
- Maintain accurate documentation of activities, risks, and progress in CRM
Requirements:
- 2+ years of experience in customer success, account management, implementation, or client-facing roles within SaaS or healthcare technology
- Proven ability to manage a portfolio of customers while driving adoption, satisfaction, and measurable outcomes
- Strong consultative communication skills with the ability to engage both clinical and business stakeholders
- Tech-savvy with the ability to quickly learn and explain software solutions
- Highly organized with strong time management, prioritization, and follow through
- Comfortable operating in a fast moving environment with evolving processes and cross functional dependencies
- Experience using CRM systems such as HubSpot or Salesforce
- Bachelor's degree in business, healthcare administration, or equivalent professional experience