Customer Success Executive

1 week ago

Bristol, United Kingdom Ocumetra Full time

**About Ocumetra**:
At Ocumetra, we are transforming the landscape of paediatric eye care with innovative, data-driven tools for myopia management. Our clinical decision support software empowers eye care professionals with actionable insights to improve vision outcomes in children.

As we continue our growth journey, we’re looking for a dedicated **Customer Success Executive**to champion our customers’ success. In this role, you’ll be the key point of contact for our eye care partners ensuring they get the most value from our solutions, building long-term relationships, and helping drive adoption and satisfaction across our growing customer base. You’ll play a pivotal role in turning customer feedback into action, supporting engagement and retention, and ultimately helping Ocumetra deliver better eye health outcomes for children around the world.

**Role Purpose**

Own the health and growth of key partner and independent accounts, ensuring seamless onboarding, high adoption, and revenue expansion. This role can be based in the **UK, Ireland, or within the EU**, with occasional travel required across these regions and to North America.

**Key Responsibilities**

- Serve as primary point of contact for Key Accounts and independent accounts.

- Drive onboarding to value: define success plans, milestones, and training schedules; ensure cross-functional delivery (Professional Affairs, Marketing, Operations).

- Monitor adoption/health (usage, engagement, CSAT/NPS); manage risks and escalations; execute recovery plans.

- Coordinate marketing support (case studies, co-marketing, campaigns) and enablement assets for partners.

- Build and maintain an opportunity/upsell pipeline (cross-sell modules, expansions, services) in partnership with Sales.

- Maintain accurate account plans and forecasts; KPIs and Insight reports.

- Contribute to process for EU scale expansion

**Qualifications Experience**

- 2+ years in Account Management or Customer Success (B2B Sales/SaaS/medtech/health-tech).

- Ideally has experience in Optometry Industry e.g. Optometrist, DO or CLO

- Proven record managing strategic accounts and multi-stakeholder programs.

- Strong project management, stakeholder communication, and commercial acumen.

- Experience in using CRM systems

- Able to travel across UK/EU and occasionally to North America.

- Excellent written/verbal communication.

- Excellent presentation skills. Confident delivering to clinical and commercial audiences.

- Must be proficient in verbal and written English.

- High energy self-starter.

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