Hybrid Customer Success Manager, Contact Lens

at OCULUS, Inc.

• Job title: Customer Success Manager, Contact Lens
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $60,000 - $70,000 per year
• Degree requirement: Professional Certificate
• Tech skills: ERP
• Location requirements: Hybrid, Chicago, United States

About the role

• Customer Success Manager serving as primary contact for eye care practitioners. Overseeing onboarding, training, and technical support while ensuring customer satisfaction with WAVE’s software.

Responsibilities

• Serve as the primary point of contact for assigned accounts, building strong collaborative relationships with practitioners and their teams.
• Support customers throughout the full lifecycle, including inquiries, onboarding, training, adoption, and long‑term success.
• Conduct product demonstrations, onboarding sessions, educational presentations, and practitioner training.
• Provide technical, clinical, and workflow support via phone, email, and virtual meetings, including assistance with design processes, troubleshooting, and best practices.
• Monitor customer engagement and proactively follow up to ensure consistent utilization, satisfaction, and long‑term retention.
• Offer guidance to help practices and practitioners optimize workflows, effectively use technology, and achieve positive patient and business outcomes.
• Identify opportunities for practices to expand specialty services and further leverage available technology.
• Collaborate closely with internal teams including clinical consultants, operations, design, and product teams to ensure seamless service and positive customer outcomes.
• Act as the voice of the customer by sharing insights, trends, and feedback with leadership and product development teams.
• Attend regional and national trade shows to represent company technologies and support pre‑show and post‑show activities.
• Contribute to initiatives that improve customer adoption, satisfaction, and retention.
• Maintain a strong understanding of specialty lens technologies, clinical applications, and industry trends.
• Collaborate with other departments and promote teamwork within the WAVE Eyecare and OCULUS teams to deliver quality service, productivity, and business results.
• Demonstrate and uphold company values and fundamentals in all customer and internal interactions.

Requirements

• Licensed fitting optician or NCLE certification preferred.
• 3–5 years of experience in ophthalmology, optometry, or the specialty contact lens industry.
• Strong understanding of contact lens designs and fitting philosophies.
• Broad knowledge of conditions, pathologies, and treatments managed by optometrists and ophthalmologists, with detailed understanding of those relevant to contact lens fitting and diagnostic devices.
• Technical aptitude with the ability to learn software platforms and diagnostic technologies.
• Strong relationship‑building, communication, and presentation skills.
• Ability to manage multiple projects and priorities independently.
• Experience with CRM/ERP systems and Microsoft 365.
• Professional work ethic and a customer‑focused mindset.

Benefits

• We offer comprehensive medical, dental, and vision coverage for employees and their dependents; covering 100% healthcare insurance premiums for employees.
• Paid time off starts at 3 weeks annually, nine paid holidays, life insurance, short-term and long-term disability insurance and a 401(k)-retirement plan including a company match.
• Company Culture: We offer a collaborative work environment, opportunities for professional growth, and the chance to contribute to an evolving health-care organization dedicated to enabling eye care practitioners to preserve their vision.