indeed
Customer Success Manager
Optix
Vancouver, CAN
Full Time
Mid
Hybrid
2 days ago
Customer SuccessAccount ManagementOnboardingRetentionExpansionHubSpot
Free
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Customer SuccessAccount ManagementOnboarding
About the Role
Optix is seeking a Customer Success Manager to own the complete client journey for a portfolio of coworking and flex space operators. You will drive retention, expansion, and product adoption while partnering with Product and Support teams.
Key Skills for This Role
Customer SuccessAccount ManagementOnboardingRetentionExpansionHubSpot
Responsibilities
- Own the complete client journey for your portfolio, from first onboarding call through renewal and expansion
- Facilitate onboarding calls and drive milestone completion for new clients
- Serve as 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
- Own escalations from the CS and Support team
- Partner with Product to influence the roadmap based on client feedback and account data
- Maintain accurate account records in HubSpot across the full client lifecycle
Requirements
- 3+ years of experience in customer success, account management, or related client facing role with a technology company
- Proven track record driving retention and expansion outcomes
- Comfortable leading difficult conversations and resolving escalations independently
- Versatile across the full client lifecycle
- Demonstrated ability to work cross functionally with Product and other teams
- AI savvy: comfortable working alongside AI powered tools
- Eligible to work in Canada
- Available for occasional early morning and late afternoon hours
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.
- As your portfolio expands, your role will increasingly concentrate on retention and expansion, and deepening product adoption.
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
- 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
- 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 when needed for complex or high value accounts
- Provide feedback and help shape AI powered tools and agents that support the CS team
- Maintain accurate account records in Hubspot across the full client lifecycle
Requirements
- 3+ years of experience in customer success, account management, or a related client facing role with a technology company
- Proven track record driving retention and expansion outcomes
- Comfortable leading difficult conversations and resolving escalations independently
- Versatile across the full client lifecycle
- 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
- 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
- Team lunches and socials
- Annual health and fitness credit
- Fun offsite activities
- A beautiful office and a flexible 60/40 hybrid workplace plan
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