Remote | Client Success | Full-time

At Luna, our mission is to make quality, affordable vision care accessible for all.

Our diverse team is working to advance the vision industry with an ever-growing collection of innovative solutions designed to address the toughest challenges facing eyewear businesses and doctors. We offer suites of products and services that improve and increase vision prescription access, streamline online shopping with virtual try-on and facial measurements, and support fulfillment and delivery.

We partner with forward-looking eyewear retailers and brands, as well as eye doctors and optical shops, to accelerate their digital transformation with end-to-end solutions that revolutionize vision experiences online, offline, and everywhere in-between. Our solutions are currently used by over 10 million users each month, all around the world.

This is a cross-functional role and interfaces with sales, product, user experience, and engineering. We are looking for someone technical, detail-oriented, bright, and energetic who can effectively communicate with Fortune 1,000 clients. You will be the main client point of contact post-implementation through ongoing project management with clients. We have global clients so this will require some non-traditional hours and limited travel.

What you'll do:

• Manage a portfolio of global enterprise clients, own multi-tiered relationships from onboarding to ongoing, building excellent client relationships
• Project manage complex integration projects, driving and streamlining tasks and ensuring deliverables are met while creating visibility on progress for the both the client and internal teams
• Liaise with product, sales, and engineering on new developments and tailor-made requests, championing and prioritizing clients' needs and requests
• Liaise with the regulatory and legal teams, collaborating on opening new markets to expand client reach
• Perform 1st level support and triage of client technical issues and create detailed tickets outlining reported problems
• Deeply understand client business goals and KPIs
• Become a trusted advisor, providing business insights, create strategies & sharing best practices to encourage growth and continuous improvement
• Executes work defined within CSM roles and responsibilities with a minimal level of oversight

What you'll need:

• 5+ years working in SaaS and/or a B2B business (Worked with SDKs? Even better!)
• Responsible, highly attentive project manager, with superb people & communication skills
• Analytical & KPI driven with a basic understanding of client-server side technologies
• Team player with a positive attitude and a self starter flair (Dynamic environment who?)
• Near native / fluent English speaker
• Bachelor's or higher degree. (Luna recognizes that knowledge and skills equivalent to those earned in a degree program can also be achieved via nontraditional paths and welcomes applicants with nontraditional training.)

Nice to have:

• Experience working with ecommerce companies and/or international clients
• Experience working with large enterprise clients
• Experience with project management methodologies
• Understand basic client-server side technologies involved in an SDK/API business model (e.g. React, HTML, CSS, JavaScript, RESTful API)
• Familiarity with UI/UX and/or working with design teams
• Previously worked with CRM tools such as Salesforce
• Proficiency in other languages

About us:

We're bright minds creating innovative solutions to real problems in the vision space. We are passionate people who bring big energy to big problems and aren't afraid to do things differently or take a new approach to old challenges. We inspire and support each other in our mission to make quality, affordable vision care accessible for all.

Our diverse team includes engineers, eye doctors, entrepreneurs, creatives, and researchers who come together from all around the world to revolutionize the vision industry with smart, well-designed solutions. Our distributed workforce philosophy allows us to find the best fit for our roles based on talent, not on location.

Perks & company culture:

We offer all the perks you should expect from a great tech company: competitive salary, meaningful equity-upside, medical and dental insurance, unlimited PTO, and a 401(k) with a company match. We care a lot about doing the little things well and work hard to build a strong team culture. We organize online team events and activities to bring our remote teams together and find creative ways to build our culture with team members around the world.

Inclusion and listening are at the heart of our brand culture. We celebrate different backgrounds, experiences, and perspectives and encourage everyone to be their authentic self at work. We welcome everyone regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or genetics. We dedicate ourselves to providing an inclusive, open, and diverse work environment. For these reasons and more, Luna is a proud equal employment opportunity employer.