Customer Success Manager

About Optix

Optix is dedicated to empowering flex and coworking space operators globally by delivering a platform that unifies automation, CRM, and community engagement tools. Our solution helps create smoothly operating, integrated, and user-friendly workspaces that benefit both managers and members.

We foster a collaborative and passionate work environment, where team members frequently share ideas over coffee and croissants, focusing on shaping the future of work.

Role Overview

As a Customer Success Manager, you will oversee the entire client experience for your assigned portfolio, starting from initial onboarding through contract renewal and growth opportunities. This comprehensive involvement allows you to gain deep understanding of both our customers and products from the outset, providing a strong foundation for future account management responsibilities.

With an expanding portfolio, your focus will progressively shift towards client retention, account expansion, and enhancing product adoption.

Key Responsibilities

• Manage end-to-end client journeys within your portfolio, from onboarding to renewal and expansion phases.
• Conduct onboarding sessions and ensure clients achieve milestone completions, initially hands-on and transitioning as portfolio grows.
• Act as the principal relationship manager, driving retention, product adoption, and overall account health.
• Lead proactive discussions regarding client retention and upsell opportunities tied to measurable business outcomes.
• Handle escalations arising from Customer Success and Support teams efficiently.
• Collaborate closely with the Product team to provide client feedback influencing the development roadmap.
• Independently conduct onboarding for complex, high-value, or overflow accounts when necessary.
• Contribute feedback for enhancing AI-driven tools supporting the Customer Success lifecycle.
• Maintain precise and up-to-date account records in Hubspot throughout all client lifecycle stages.

Required Qualifications and Skills

• Minimum of 3 years' experience in customer success, account management, or a similar client-facing role within technology companies, including portfolio ownership.
• Proven success in driving client retention and expansion, supported by measurable achievements.
• Comfort and effectiveness in managing challenging conversations and independently resolving escalations.
• Adaptability to manage all stages of the client lifecycle—from onboarding to renewal and growth.
• Experience collaborating cross-functionally with Product and other departments.
• Familiarity and comfort working alongside AI tools, providing actionable feedback for their improvement.
• Authorization to work in Canada is mandatory.
• Flexibility to work occasional early mornings and late afternoons to accommodate client needs.

Preferred Additional Experience

• Background in B2B SaaS environments.
• Knowledge of HubSpot CRM platform.
• Hands-on experience with AI platforms (e.g., ChatGPT, Claude) or AI-driven customer success tools to streamline tasks and analyze client data.
• Experience mentoring or supporting junior Customer Success colleagues.
• Direct involvement in coworking, flexible office, or property technology sectors.

Employee Benefits and Culture

• Competitive annual salary ranging from 70,000 to 90,000 CAD plus a commission plan.
• Robust Employee Stock Option Plan to participate in company growth.
• Comprehensive health and dental insurance through Sunlife.
• Positive, mission-driven workplace fostering collaboration and support.
• Opportunities for professional development and personal growth.
• Provision of healthy snacks and specialty coffee.
• Regular team lunches and social events.
• Annual health and fitness allowance.
• Fun team-building offsite activities.
• Attractive office environment with a flexible 60/40 hybrid work policy.

Inclusivity Statement

We encourage candidates from diverse backgrounds to apply. Even if you feel you do not meet every qualification, we welcome your application and interest in joining our dynamic team.