Onboarding Specialist

About Optix

Optix empowers flex and coworking space operators by providing an all-in-one platform combining automation, CRM, and community engagement tools. Our technology supports the seamless operation of workspaces worldwide, enhancing the experience for managers and members alike. We foster a passionate, collaborative team environment with a shared vision for the future of work.

Role Overview

As an Onboarding Specialist at Optix, you will act as the initial point of contact for new clients and steer them through the onboarding process onto our platform. Your responsibilities include leading onboarding calls, ensuring clients meet key milestones, and contributing to the ongoing development of our AI tools that support onboarding.

Key Responsibilities

• Manage the end-to-end client journey, from initial onboarding through renewal and account expansion.
• Conduct onboarding calls and drive the achievement of milestones for your client portfolio, transitioning this responsibility as your portfolio grows.
• Serve as the primary relationship manager for assigned clients, focusing on retention, adoption, and account health.
• Proactively engage in retention and expansion dialogues, identifying opportunities for upselling based on measurable outcomes.
• Handle escalations arising from Customer Success and Support teams effectively.
• Collaborate with Product teams to influence development priorities based on client feedback and usage data.
• Independently manage onboarding for complex or high-value accounts and provide backup support for team workload.
• Offer feedback to improve AI-driven tools and agents that assist the Customer Success team throughout the client lifecycle.
• Keep precise records of account interactions and progress in HubSpot CRM.
• Guide new clients during onboarding calls, assisting with platform setup and early adoption best practices.
• Evaluate AI agent outputs and suggest enhancements to support team and client onboarding experiences.
• Promptly escalate risks, technical issues, or growth signals to appropriate internal teams.
• Contribute to the creation and refinement of onboarding documentation, help articles, and training materials as capacity allows.

Candidate Profile

• Minimum one year in a customer support, customer success, or client-facing role within a technology company.
• Excellent command of professional written and spoken English, with clear, concise, empathetic communication free of errors.
• Confident in leading structured client meetings and presentations both one-on-one and in groups.
• Highly organized, detail-focused, and skilled at tracking multiple client progress simultaneously.
• Comfortable working alongside AI tools and providing actionable feedback for their improvement.
• Authorized to work in Canada.
• Willing to accommodate some early morning and late afternoon client engagements.

Preferred Qualifications

• Experience in B2B SaaS companies or the coworking/flex space industry.
• Familiarity with customer success platforms such as Intercom and HubSpot.
• Skills in developing help documentation, instructional videos, or training content.

Compensation and Benefits

• Competitive annual salary ranging from 55000 to 68000 CAD.
• Attractive Employee Stock Option Plan participation.
• Comprehensive health and dental coverage via Sunlife.
• Inclusive, mission-driven workplace culture with collaborative and supportive colleagues.
• Opportunities for both personal and professional development.
• Access to healthy snacks and specialty locally roasted coffee.
• Regular team lunches and social events to strengthen bonds.
• Annual health and fitness stipend to promote well-being.
• Engagement in fun offsite activities to foster team connection.
• Modern office facilities with a flexible 60/40 onsite-to-remote working arrangement.

Inclusion Statement

We encourage applications from diverse backgrounds and experiences. Even if you do not meet every listed qualification, we welcome you to share your interest and explain why you would contribute positively to our team.