Customer Success Manager

Location: Lakewood, CO

Company Overview:

WAVE Eye Care is a specialty contact lens company that includes, WAVE Contact Lens System, EyePrint, and Advanced Vision Technologies (AVT), to provide innovative, customized solutions for Ortho-K, Scleral, and Corneal GP patients. WAVE is known for its powerful topography-based CAD/CAM software that allows practitioners to design lenses with precision and efficiency, streamlining the fitting process while delivering exceptional visual outcomes. AVT complements this by offering a full line of empirically designed specialty lenses, crafted with high-performance materials and supported by expert consultants who work closely with practitioners to ensure clinical success. Whether an eye care practitioner prefers to design their own lenses using advanced software or partner with AVT’s experienced team for custom fits, WAVE Eye Care offers flexibility, technology, and support to meet the practice’s unique needs.

What We Offer:

Benefits: Full medical, dental and vision coverage for employees and dependents; life insurance, short-term and long-term disability insurance and Employee Assistance Program. Paid time off, accrued per pay period as well as nine paid holidays. Additionally, participation in the 401k plan with generous company contributions.

Additional Pay: The WAVE Eye Care Customer Success Manager position is eligible for commission. Commission opportunities are performance-based and provide the potential for additional earnings.

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 vision.

How to Apply:

• Complete the online application: Only online applications will be accepted.
• Complete the assessment: All applicants must submit both an application and complete an online assessment to be considered.
  • Please take your time, focus, and be as honest with yourself as possible when responding.
  • Copy and paste this URL into a web browser of a PC or laptop to begin the assessment: https://www.ondemandassessment.com/link/index/JB-08L49TWD7?u=1156200

Job Description:

The Customer Success Manager position blends sales-focused customer success with clinical consultation to support both AVT’s specialty lens portfolio and the WAVE Contact Lens (CL) design software. Split 50/50 between the two brands, this position serves as a national customer base for AVT and focuses on WAVE CL users in the Pacific and Mountain time zones. The Customer Success Manager will be the primary point of contact for the accounts they manage—responsible for driving adoption, delivering training, ensuring onboarding success, and maintaining long-term satisfaction and retention. This high-impact role includes following up on new inquiries, identifying and addressing customer needs, and helping eye care professionals realize the full value of our products. The ideal candidate is a sales results-driven professional with strong sales acumen, clinical application expertise, and a passion for empowering ECPs. By offering exceptional service aligned with our company values, the Customer Success Manager plays a key role in supporting the growth and success of both AVT and WAVE within the specialty contact lens space.

Essential Responsibilities (other duties may be assigned):

Core Responsibilities Across AVT & WAVE

• Serve as a trusted advisor to assigned accounts, building and maintaining strong relationships with ECPs and their staff
• Conduct onboarding sessions, live software demonstrations, and virtual/in-person training to support WAVE and AVT product adoption
• Guide ECPs through custom lens design, fitting processes, and troubleshooting for both WAVE-designed lenses and AVT’s specialty portfolio
• Support customers via phone, email, and video with technical, clinical, and usage-related questions
• Offer guidance and resources to help practices succeed in the specialty lens space, including tools for growth, staff training, and patient management.
• Attend regional and national trade shows to represent both AVT and WAVE, conduct live demos, and generate new leads
• Champion the voice of the customer internally, collaborating with lab teams, R&D, and leadership to continuously improve product offerings and service

AVT Customer Success (50% - Nationwide)

• Manage a national portfolio of AVT accounts, delivering proactive account check-ins and consultative support
• Guide practices fitting and optimizing AVT products and use of trial lens sets
• Analyze account activity (e.g., lens volume, order patterns) to identify growth opportunities and mitigate churn
• Proactively identify underperforming accounts and develop strategic plans to re-engage them through creative problem-solving, tailored support, and customized growth initiatives
• Collaborate closely with AVT’s lab team to resolve complex fitting challenges and ensure a high standard of care

WAVE Contact Lens Software Success (50% - PST/MST sales territory)

• Focus on onboarding and supporting WAVE software users in the Pacific and Mountain time zones
• Lead demonstrations and coaching sessions to show ECPs how to design and modify custom lenses using WAVE’s topography-based CAD/CAM software
• Provide front-line clinical and technical support and escalate complex inquiries to clinical consultants when needed
• Drive software engagement through tailored follow-ups, usage analytics, and educational initiatives
• Partner with WAVE’s product development and customer success teams to share user feedback and help shape future updates

Continuous Improvement & Customer Advocacy

• Develop and implement programs to measure and improve customer satisfaction, adoption, and retention
• Quantify customer engagement and create metrics to track overall customer health and success
• Identify and recommend process improvements based on customer interactions, usage data, and market trends
• Stay current on contact lens innovation, fitting techniques, and competitive trends to better serve our partners

Qualifications, Skills & Competencies

• Licensed fitting optician or NCLE certification essential
• Strong relationship-building and customer success skills and sales aptitude
• 3-5 years of clinical, technical, and industry experience in ophthalmology/optometry preferred
• Strong knowledge of various contact lens designs and fitting philosophies in the market
• Broad knowledge of conditions, pathologies and treatments managed by ophthalmologists and optometrists, and a detailed knowledge of those directly related to contact lens fitting and relevant devices
• Technical savvy and strong ability to learn new software systems
• Have a positive attitude, be highly coachable, curious, and love to learn
• Good analytical skills and ability to manage and work cross-functionally
• Strong organizational, communication, presentation, and training/teaching skills
• Professional work ethic and demeanor
• Ability to meet deadlines and to manage multiple tasks with minimal supervision
• Office 365 knowledge (Email, Excel, Word, PowerPoint)
• CRM/ERP software knowledge
• Account Management experience
• Able to maintain confidential company related information

Physical demands and work environment:

• While performing the duties of this job, the employee is regularly required to sit, talk and listen to customers or colleagues
• Ability to travel about 25% of the time to tradeshows and occasionally to customers
• Safely operate a motor vehicle and maintain a valid motor vehicle license

Scope and changes:

The job description is not intended to cover every single requirement of the job and that the company reserves the right to change job duties at any time.