Customer Success Manager

About Optivate

Optivate is a leading provider of healthcare technology software solutions purpose-built for ophthalmologists and eye care specialists. The company's solutions, which include EMR, practice management, patient engagement, image management, and RCM and billing services are designed to streamline clinical documentation workflows and improve daily practice efficiencies for eye care professionals. 

Position Summary

The Customer Success Manager (CSM) is responsible for managing ongoing customer relationships after go-live  and ensuring customers achieve measurable value from Optivate's platform. The role focuses on driving adoption, engagement, satisfaction, and retention across a portfolio of practices. The CSM serves as the primary point of contact for customer relationships and ongoing success, supports renewal readiness, and identifies growth opportunities. The CSM partners closely with onboarding, support, product, and revenue teams to deliver a high-quality, unified customer experience.

Key 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

Qualifications

• 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

What We Offer:

• Competitive base salary plus performance-based bonus
• Remote work model with flexibility and work-life balance
• Comprehensive benefits including medical, dental, vision, and 401(k)
• Generous paid time off and holiday schedule
• Opportunity to grow within a mission-driven and innovative healthcare tech company