Director of Customer Success at EyeMD EMR Healthcare Systems, Inc. is becoming Optivate

About Optivate

Optivate is a leading provider of healthcare technology software solutions purpose-built for ophthalmologists and eye care specialists. The company's solutions, which include EMR, practice management, patient engagement, image management, and RCM and billing services are designed to streamline clinical documentation workflows and improve daily practice efficiencies for eye care professionals.

Position Summary

The Director of Customer Success will assist in developing the infrastructure and executing the strategy to drive customer adoption, engagement, retention, and growth. Reporting to the Chief Operating Officer, this role will partner with the Product, Sales, and Professional Services teams to translate customer insights into product, feature, and operational excellence. With a data-driven approach and strong leadership, the director will build and lead a high-performing team that ensures measurable customer success and long-term value.

• Applicants must be local OR be willing to move to the Bonita Springs area within a reasonable time frame following their start date.**
  
  

Key Responsibilities

• Lead customer success programs that drive product adoption, ongoing education, and long-term retention
• Define and track KPIs that measure adoption, engagement, satisfaction, and renewals
• Manage strategic customer relationships to ensure measurable outcomes and strong account health post-onboarding
• Collaborate with onboarding, training, and support teams to ensure smooth post-implementation transitions and a unified customer experience
• Partner with product, sales, and operations to translate customer insights into product and process improvements
• Develop scalable frameworks and best practices to enhance retention and customer value realization
• Drive customer advocacy and expansion through success stories, case studies, and reference programs
• Train, mentor, and recruit customer success team members
• Represent the voice of the customer in strategic planning and leadership discussions
• Travel as needed to trade shows and to meet with key accounts, attend customer onsite meetings, and support high-value renewal or expansion opportunities
  
  

Qualifications

• 5+ years of experience in customer success, account management, or client growth roles in healthcare/SaaS
• Proven record of success in driving customer adoption, engagement, and satisfaction, and translating insights into actionable growth strategies
• Excellent communication, negotiation, and consultative communication skills for engaging senior clinical and business stakeholders to promote solution adoption and strategic growth
• Tech-savvy with the ability to learn and communicate software solutions
• Detail-oriented with strong organizational and time management skills
• Demonstrated ability to build and mentor high-performing teams
• Experience with CRM systems (HubSpot or Salesforce preferred)
• Comfortable operating in a fast-paced, growth-stage environment with evolving processes
• Bachelor’s degree in business, healthcare administration, or equivalent professional experience
  
  

What We Offer

• Competitive base salary plus performance-based bonus
• Hybrid work model with flexibility and work-life balance
• Comprehensive benefits including medical, dental, vision, and 401(k)
• Generous paid time off and holiday schedule
• Opportunity to grow within a mission-driven and innovative healthcare tech company