What are the responsibilities and job description for the Customer Success Manager, Contact Lens (Mid-West) position at Oculus Inc?
WAVE Contact Lens System, LLC has engineered contact lens design software to develop and sell custom contact lenses. WAVE custom software makes the contact lens fitting process more efficient and supports challenging vision needs that eye care professionals encounter. The WAVE lenses provide comfort and great visual outcome to patients. Engineering better vision is our passion.
Website: https://www.wavecontactlenses.com
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.
How to Apply:
✅ Complete the online application
✅ Complete the assessment (required): https://www.ondemandassessment.com/link/index/JB-08L49TWD7?u=1156200
Please complete the assessment on a PC or laptop using the URL above.
All candidates must complete both steps to be considered.
Job Overview
The Customer Success Manager will serve as the primary point of contact for eye care practitioners and assigned accounts and is responsible for onboarding, training, adoption, and long‑term customer satisfaction. This role combines customer success, technical support, clinical education, and consultative relationship management to ensure practitioners maximize the value of WAVE’s topography‑based lens design software and EyePrint’s impression‑based scleral lens technology.
Essential Responsibilities and Duties (Other duties may be assigned)
- 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.
Qualifications
- 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.
- Physical Demands and Work Environment
Physical Demands & Work Environment
- While performing the duties of this job, the employee is regularly required to sit, talk, hear, and spend extend time periods at a computer using a variety of software applications.
- Ability to travel approximately 25% for trade shows and occasional customer visits.
- Ability to safely operate a motor vehicle and maintain a valid driver’s license.
- Ability to travel internationally if required.
Scope and Changes
This job description is not intended to cover every responsibility of the role. The company reserves the right to modify job duties as business needs evolve.
Salary : $60,000 - $70,000