Customer Success Associate

We're Optix — helping flex and coworking space operators build smarter, more automated spaces and better-connected communities.

Our platform powers the digital backbone of coworking and flex spaces around the world, uniting automation, CRM, and community engagement tools into one seamless experience. We help our customers create beautiful, integrated, human-centered workspaces that run smoothly for managers and members alike.

We're a passionate team that supports each other to do our best work. You'll often find us sharing pour-over coffee, chocolate croissants, and big ideas about the future of work.

As a Customer Success Associate, you will become a product expert and educate clients on the benefits and functionality of the Optix platform. You will play a critical role in developing and managing client relationships, driving client adoption, retention, and expansion—while embracing AI-powered tools to maximize your efficiency and client impact. This is a great opportunity for a customer success or onboarding specialist who has experience in SaaS and is excited to harness AI as part of their toolkit. You'll have the opportunity to shape our customer success strategy, refine our engagement motion, and help build the playbook that defines how Optix delivers value and grows with our clients.

If you have 3+ years of experience in customer success or account management (ideally in B2B SaaS) and are eager to make a direct impact at a fast-growing, mission-driven company, we'd love to meet you.

Note: Flexible hours with some early morning and late afternoon availability required to accommodate clients across time zones.

Requirements

Who you are

• 3+ years of experience in a customer support, success, or sales role with a technology company
• Exceptional written and verbal communication skills - clear, concise, empathetic, and typo-free
• Strong ability to educate clients on product features, benefits, and best practices, in both 1:1 and group settings (virtual and live)
• Proven experience with owning a large portfolio of clients and delivering proactive success
• Proactive, solutions-oriented mindset - always looking for ways to drive value for clients and Optix
• People person - speaking to new people every day and building relationships excites you!
• Excellent time management and organizational skills, able to work independently and prioritize effectively
• Ambitious, yet humble and quick to support your fellow teammates

Bonus points for

• Previous experience in a B2B SaaS environment
• Familiarity with customer success tools (e.g., Intercom, HubSpot)
• Familiarity with customer engagement and success frameworks (e.g., health monitoring, churn prevention)
• Demonstrated experience in using AI platforms (e.g., ChatGPT, Claude) or AI-powered customer success tools to automate routine tasks, analyze client data, and enhance service delivery

What you'll do

• Serve as a primary point of contact for a portfolio of clients, building strong relationships
• Educate clients on product features, benefits, best practices, and value optimization
• Schedule, manage, and facilitate onboarding sessions to introduce new clients to the Optix platform
• Proactively engage clients based on lifecycle milestones and health signals
• Support with client adoption of new features and functionality, helping them to reach critical milestones and ensuring they gain the full value of the Optix platform
• Monitor client health and identify churn risks, initiating retention conversations
• Identify and drive expansion opportunities, including upselling plans and gated features
• Work closely with our Technical Support, Product, and Sales teams to resolve client issues and capture feedback
• Maintain accurate records of client interactions, feedback, and action plans
• Contribute to the development of client resources, including guides, webinars, videos, help articles and more

Benefits

We take care of our teammates

This is a unique opportunity to join a rapidly growing technology startup. Taking care of our team on this journey is a priority. We offer:

• Competitive salary compensation and commission structure
• Strong Employee Stock Option Plan offering
• Excellent health and dental coverage program provided by Sunlife
• Mission-driven workplace experience with a positive, collaborative and supportive team culture
• Personal and professional growth opportunities
• Healthy snacks and locally roasted coffee - slow pour is our jam
• Team lunches and socials
• Annual health and fitness credit
• Fun offsite activities that allow us to reconnect as a team
• A beautiful, waterfront Gastown office and a flexible 60/40 hybrid workplace plan

We welcome applicants from all walks of life. Even if you don't feel you meet every requirement listed, we would still love to hear why you think you would be an awesome addition to our team, and we encourage you to apply.

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