Manager, Customer Success – Optics

Employment Type: Full-time Location Type: Remote Salary: $76,500 - $110,000 (anticipated base compensation)

Company Description

• Location: Available in US & Canada
• Reference: R25_0015229
• #LI-Remote

Position Overview

As the Manager, Customer Success – Optics, you will serve as the primary point of contact for key clients in the U.S. optics and eyecare space, with a specific focus on contact lenses. Your role will involve leading customer success initiatives to enhance the NIQ experience at critical touchpoints in the customer journey, maximize client retention, and support profitable growth. This position is ideal for a client-focused, analytical professional with in-depth knowledge of the U.S. optics industry.

Responsibilities

External Stakeholders:

• Independently manage relationships with U.S.-based clients.
• Lead onboarding and training for new customers in the U.S. market.
• Drive adoption (activation, reactivation, and engagement) of gfknewron and NIQ platforms.
• Deliver insights in a clear and actionable format to support client decision-making.
• Build and present category review analyses to identify key market trends, growth opportunities, and competitive dynamics, employing a consultative approach.
• Own end-to-end ad-hoc, scheduled, and proactive business issue analyses, ensuring a comprehensive and strategic approach from briefing to delivery.
• Act as a trusted advisor and thought leader in the U.S. optics and contact lens industry.
• Engage clients to measure Net Promoter Score (NPS) based on the service provided.
• Collaborate with clients to identify priorities and quantify business opportunities using NIQ solutions, demonstrating clear ROI.
• Gather client and industry feedback to inform product teams of necessary improvements.
• Act as the central point of contact for product-related questions, including methodology and quality.
• Identify and cultivate new user bases for NIQ offerings.
• Identify leads for cross-selling and upselling through servicing events.
• Help improve renewal rates by demonstrating clear business outcomes and value.
• May engage and deliver insights to retailers on a limited basis.

Internal Stakeholders:

• Collaborate with global teams to align U.S. insights with broader strategies.
• Serve as the voice of the customer, relaying their needs within various internal organizations (product, operations, quality, business intelligence).
• Work closely with:
  • Account Development/Sales team: To develop joint business plans, governance meetings, align on customer priorities, and support pre-sales and renewal stages.
  • Product/panel management team: To support improvements and quality checks.
  • Retail team: To support their recruitment efforts and servicing, on occasion.
• Stay up-to-date on relevant knowledge, with a deep understanding of NIQ platforms and solutions.
• Collaborate with other business unit teams to identify opportunities for strategic assignments.
• Coordinate and make decisions on achieving client outcomes and organizational goals with intermediate complexity.
• May rely on support from managers when engaging senior client stakeholders or managing highly complex situations and projects.

Qualifications

• 5-8+ years of experience in customer success, consulting, market research, or product management within the optics, eyecare, or consumer goods sectors.
• Strong understanding of the U.S. vision care/contact lenses industry and retail landscape is desirable.
• Strong presentation and communication skills, with a client-centric approach.
• Analytical mindset, comfortable in developing insightful storytelling from large quantitative datasets.
• Experience working cross-functionally in a matrixed organization.
• Flexible and open to working in a fast-paced, changing environment.
• Proactive and consistent engagement with multi-disciplined teams.
• Passion, dedication, and commitment.
• Eagerness to learn, open mindset, team spirit, and an entrepreneurial attitude.
• Willingness and ability to travel within the U.S. as needed.
• Must be based in Central or Eastern US time zones, USA or Canada.

Additional Information

• This role offers a market-competitive salary.