Client Success Senior Manager

Eye Care Pro  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.

• 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 Eye Care Pro  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.

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.

• 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…