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.RequirementsWho you are3+ 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-freeStrong 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 client supportProactive, solutions-oriented mindset - always looking for ways to drive value for clients and OptixPeople person - speaking to new people every day and building relationships excites you!Excellent time management and organizational skills, able to work independently and prioritize effectivelyAmbitious, yet humble and quick to support your fellow teammates Bonus points forPrevious experience in a B2B SaaS environmentFamiliarity 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 doServe as a primary point of contact for a portfolio of clients, building strong relationshipsEducate clients on product features, benefits, best practices, and value optimization Schedule, manage, and facilitate onboarding sessions to introduce new clients to the Optix platformProactively engage clients based on lifecycle milestones and health signalsSupport 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 featuresWork closely with our Technical Support, Product, and Sales teams to resolve client issues and capture feedbackMaintain accurate records of client interactions, feedback, and action plansContribute to the development of client resources, including guides, webinars, videos, help articles and moreBenefitsWe take care of our teammatesThis 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 structureStrong Employee Stock Option Plan offeringExcellent health and dental coverage program provided by SunlifeMission-driven workplace experience with a positive, collaborative and supportive team culturePersonal and professional growth opportunitiesHealthy snacks and locally roasted coffee - slow pour is our jamTeam lunches and socialsAnnual health and fitness creditFun offsite activities that allow us to reconnect as a teamA beautiful, waterfront Gastown office and a flexible 60/40 hybrid workplace planWe 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.