Praxeon Health Technologies | EyeQ

Full-Time | Hybrid | London, Ontario Area | Some Travel Required tryeyeq.com

About the Role

Praxeon Health Technologies is looking for a Head of Customer Success & Implementation to help lead the national rollout of EyeQ, our cloud-based EMR and practice management platform built specifically for optometry.

EyeQ brings clinical charting, scheduling, billing and claims, optical sales, lab and contact lens ordering, inventory, patient communications, reporting, integrations and practice management into one connected platform.

Following deployment across our own multi-location optometry group, EyeQ will begin onboarding independent clinics across Canada in 2027.

This person will own the customer journey from implementation through go-live, ongoing support and long-term adoption. You will work directly with our CEO, COO and technology team and will be the primary operational connection between Praxeon, our customers and our implementation and training partners.

This is an early leadership hire. You will not be stepping into an established customer success department. You will help build it.

What You'll Own

Implementation & Go-Live

Lead new customers through the complete EyeQ implementation process, including:

- Implementation plans, timelines, milestones and readiness checklists
- Clinic configuration, user setup and workflow decisions
- Coordination of integrations and data migration with our technology team
- Identification and resolution of implementation risks
- Pre-launch readiness reviews
- Go-live coordination and post-launch follow-up

You will be responsible for keeping implementations organized and ensuring clinics are operationally ready before they move onto EyeQ. Training & Implementation Partners

You will coordinate coaches involved in onboarding, establish a consistent EyeQ implementation and training methodology, and help develop an EyeQ Certified Coach program.

You will also make sure responsibilities are clear between implementation, training, customer success and technical support.

Customer Success

After go-live, you will become a key relationship owner for EyeQ customers.

You will establish structured post-launch check-ins, monitor adoption, identify clinics that need additional training or workflow assistance, and work with clinic owners, optometrists, managers and staff to help them get more value from the platform.

You will also identify recurring customer challenges and make sure they are communicated back to the product and technology teams.

Support Operations

You will help build the support infrastructure required to serve a growing national customer base.

This includes

- Establishing Tier 1 and Tier 2 support processes
- Defining response standards, escalation rules and service levels




- Managing support requests coming through EyeQ, email and phone
- Establishing clear escalation pathways between Support, Customer Success, Product and Engineering
- Helping recruit, train and eventually manage Application Support Specialists
- Establishing identity verification and account-access procedures for support staff
- Developing handoff procedures so issues remain owned until resolution

Routine customer issues should be resolved by the support team without being sent directly to developers. You will help create the processes, documentation and training that make that possible. AI-Assisted Support & Knowledge Base

EyeQ includes an AI support assistant that answers questions using our own product documentation and can transfer unresolved conversations to a person with the conversation context already available.

You will help manage and improve this process, including:

- Handling or overseeing escalations from the AI assistant
- Maintaining the knowledge base the assistant and customers rely on
- Creating step-by-step guides, FAQs and troubleshooting documentation
- Removing or correcting outdated information
- Developing training videos and other self-service resources
- Identifying questions that should be solved through better documentation, training or product design

The goal is to continuously reduce unnecessary support while making it easier for customers to get help when they need it.

Incident Management

You will coordinate the customer side of system incidents.

When multiple clinics report the same issue, you will help identify the pattern, coordinate escalation to the technology team, communicate plain-language updates through our status page and other channels, and make sure customers know when the issue has been resolved.

Product Feedback & Troubleshooting

You will have direct visibility into how clinics use EyeQ in the real world.

An important part of the role will be determining whether an issue is a training problem, configuration issue, software bug, integration problem or product opportunity.

You will document reproducible issues clearly for the technology team and provide regular feedback on recurring problems, customer requests and workflow challenges.

You will participate in product discussions and user acceptance testing where appropriate, while the product roadmap remains the responsibility of Praxeon's product and technology leadership.

What We're Looking For





We are looking for someone who is highly organized, technically comfortable and very good with people.

You should be able to manage several implementations at once, troubleshoot software and workflow issues, communicate confidently with clinic owners and healthcare professionals, and coordinate effectively between customers, trainers and technical teams.

You should also be comfortable building processes from scratch rather than relying on an established playbook.

Experience in one or more of the following would be particularly valuable:

- Healthcare technology or EMR software
- SaaS implementation or customer success
- Optometry or ophthalmology
- Practice management or Enterprise software
- Multi-location healthcare operations
- Clinical software training
- Healthcare data migration
- Software customer support or support operations
- Project management

Experience working in an optometry practice as a clinic manager, optician, optometric assistant, implementation specialist or operations leader would be especially valuable when combined with strong technology and leadership skills. Because EyeQ contains patient health information, this person must also be comfortable working within strict privacy, identity verification and system-access procedures.

What Success Looks Like

During your first year, you will help establish a scalable implementation, support and customer success model capable of supporting approximately 50–100 clinic locations.

That means having a repeatable onboarding process, clear implementation milestones, a clinic readiness framework, consistent training, functioning Tier 1 and Tier 2 support, an effective escalation process, a comprehensive knowledge base, structured post-launch follow-up, and useful measures of customer adoption and satisfaction.

Most importantly, customers should feel that there is a knowledgeable team guiding them through implementation and that when they need help, someone owns the problem until it is resolved.

Why Praxeon?

EyeQ is moving from internal deployment to national commercialization. This is an chance to join at the point where the systems for implementation, support and customer success are being built.

You will work directly with the founders and technology team, have meaningful input into how we serve customers, and help build the function that will support EyeQ as it grows from its initial clinic base to hundreds of practices across Canada.

This is a full-time hybrid position based in the London, Ontario area. Some travel within Canada will be required, particularly for major implementations, training and customer launches.

Customer support is staffed between 8:00 a.m. and 8:00 p.m. Eastern Time, and this role will help establish coverage and scheduling as the support team grows.

📌 Head of Customer Success & Implementation (London)
🏢 Praxeon Health Technologies
📍 London