Customer Success Manager

Optix

Vancouver, CAN

Full Time

Mid

Hybrid

Yesterday

Customer SuccessAccount ManagementOnboardingRetention StrategiesUpsellingHubSpot

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Key skills for this role

Customer SuccessAccount ManagementOnboarding

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About the Role

Optix is looking for a Customer Success Manager to own the complete client journey for a portfolio of coworking space clients. You will drive retention, adoption, and expansion while working cross-functionally with Product.

Key Skills for This Role

Customer SuccessAccount ManagementOnboardingRetention StrategiesUpsellingHubSpot

Responsibilities

Own the complete client journey for your portfolio, from the first onboarding call through renewal and expansion
Facilitate onboarding calls and drive milestone completion for new clients in your book, transitioning this work as your portfolio grows
Serve as the primary relationship owner for a portfolio of clients, driving retention, adoption, and account health
Lead proactive retention and expansion conversations, identifying upsell and growth opportunities tied to measurable outcomes
Own escalations from the CS and Support team
Partner with Product to influence the roadmap based on patterns in client feedback and account data
Run onboarding independently, end to end, when needed — facilitating calls and driving milestones for complex or high value accounts, overflow volume, or team coverage
Provide feedback and help shape our AI powered tools and agents that support the CS team across the full client lifecycle
Maintain accurate account records in Hubspot across the full client lifecycle, from onboarding through renewal and expansion

Requirements

3+ years of experience in customer success, account management, or a related client facing role with a technology company, including ownership of a portfolio of accounts
Proven track record driving retention and expansion outcomes, ideally with measurable results
Comfortable leading difficult conversations and resolving escalations independently
Versatile across the full client lifecycle — equally capable owning onboarding as you are owning renewal and expansion
Demonstrated ability to work cross functionally with Product and other teams
AI savvy: comfortable working alongside AI powered tools and providing feedback to help improve them
Eligible to work in Canada
Available for occasional early morning and late afternoon hours to support clients

Full Job Posting

About The Role

As a Customer Success Manager, you'll start by owning the complete client journey for your portfolio from their first onboarding call through renewal and expansion.

What You'll Do

Own the complete client journey for your portfolio, from the first onboarding call through renewal and expansion
Facilitate onboarding calls and drive milestone completion for new clients in your book, transitioning this work as your portfolio grows
Serve as the primary relationship owner for a portfolio of clients, driving retention, adoption, and account health
Lead proactive retention and expansion conversations, identifying upsell and growth opportunities tied to measurable outcomes
Own escalations from the CS and Support team
Partner with Product to influence the roadmap based on patterns in client feedback and account data
Run onboarding independently, end to end, when needed — facilitating calls and driving milestones for complex or high value accounts, overflow volume, or team coverage
Provide feedback and help shape our AI powered tools and agents that support the CS team across the full client lifecycle
Maintain accurate account records in Hubspot across the full client lifecycle, from onboarding through renewal and expansion

Requirements

3+ years of experience in customer success, account management, or a related client facing role with a technology company, including ownership of a portfolio of accounts
Proven track record driving retention and expansion outcomes, ideally with measurable results you can speak to
Comfortable leading difficult conversations and resolving escalations independently
Versatile across the full client lifecycle — equally capable owning onboarding as you are owning renewal and expansion
Demonstrated ability to work cross functionally with Product and other teams
AI savvy: comfortable working alongside AI powered tools and providing feedback to help improve them
Eligible to work in Canada
Available for occasional early morning and late afternoon hours to support clients

Bonus points for

Previous experience in a B2B SaaS environment
Familiarity with HubSpot
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
Experience mentoring or informally supporting more junior Customer Success teammates
Direct experience in the coworking, flex space, or proptech industry

Benefits

Competitive salary of 70,000 90,000 CAD/year 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 office and a flexible 60/40 hybrid workplace plan

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