Driving adoption and retention across an independent eyecare SaaS platform — turning complex onboarding into a repeatable, measurable process.
The Role
EyeCarePro is a practice management SaaS platform built for independent optometrists across North America. As a Client Success Specialist, I own the full post-sale journey — from kickoff through go-live and into long-term account health — across a portfolio of 35+ active practices.
The Challenge
Independent eyecare practices are resource-thin. Owners are clinicians first, not tech adopters. The platform is powerful but dense, and without a structured success process, practices would stall during onboarding, under-utilise key features, and quietly churn.
What I Built
I designed and operationalised a repeatable onboarding framework that mapped each practice’s unique workflows before any configuration began. This reduced setup rework, cut average time-to-go-live, and created a documented handoff structure between sales, onboarding, and ongoing support.
I built custom training paths based on practice size and tech comfort level — one-on-one sessions, recorded walkthroughs, and quick-reference guides that practices could actually use on their own. I established regular check-in cadences at 30, 60, and 90 days post-launch, using product usage data to surface at-risk accounts before they became churn risk.
Key Outcomes
- Maintained a 94% retention rate across my account portfolio through proactive health monitoring and escalation management
- Reduced average onboarding completion time by surfacing blockers early and coordinating cross-functional resolutions with the product and technical teams
- Became the internal voice of the customer — documenting recurring friction points and advocating for product improvements that directly addressed client pain
- Supported upsell conversations by identifying accounts that had grown beyond their current tier and building the business case for expansion