it's important to use an eye makeup remover that's specific for waterproof mascara. i am not a big fan of waterproof mascara for that very reason. i think it does coat the eyelashes a little too heavily and can be difficult to remove and sometimes the eyelashes can come out with it. fortunately the eyelash cycle is pretty quick so your hair will grow back very quickly over time really within a matter of a few weeks. but it's uncomfortable if you are using it over a long period of time to keep losing lashes like that. so i would try recommending a water-based mascara except for very special occasions when you really need something longer lasting. then if you have the waterproof mascara look for something that's very specific and take your time. let it sit on your lashes for a little bit longer and then rinse with lukewarm water and then repeat the process without rubbing because it's the rubbing that can physically remove the lashes.
i am losing eyelashes when i wear waterproof mascara. what can i use to clean my face that won't damage my eyelashes?