Customer Success Associate

Optix; Vancouver; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading flex space automation provider in Vancouver is seeking a Customer Success Associate to manage client relationships and enhance product adoption. Ideal candidates have 3+ years in customer support/success, excellent communication skills, and experience with SaaS. This role offers a hybrid work environment and strong employee benefits, emphasizing team support and professional growth.

Benefits

Competitive salary and commission

Employee Stock Option Plan

Health and dental coverage

Healthy snacks and coffee

Team lunches and socials

Annual health and fitness credit

Qualifications

• 3+ years in customer support or success.
• Exceptional written and verbal communication skills.
• Strong ability to educate clients on product features.

Responsibilities

• Serve as a primary point of contact for a portfolio of clients.
• Educate clients on product features and best practices.
• Manage onboarding sessions for new clients.

Skills

Customer support experience

Communication skills

Client relationship management

Proactive mindset

Time management

Experience in SaaS

Familiarity with AI tools

Tools

Intercom

HubSpot

Job description

By 2030, up to 30% of all workspaces will be flexible. As the world undergoes this monumental shift, flex space operators are leading the charge towards a new way of working - characterized by community, connection, and creating exceptional experiences.

Optix is the first and only flex space automation software, enabling coworking and flex operators to thrive. We do this by providing operators with a B2B SaaS platform that automates their operations, engages their community, and helps them grow their business.

We’re a passionate group of people who support each other to do our best work. We enjoy pour-over coffee, chocolate croissants, and jamming on our vision of changing the way the world works. And now we’re looking for an entrepreneurial-minded individual to join our rapidly growing team.

We’re a passionate team that supports each other to do our best work over pour-over coffee, chocolate croissants, and lively brainstorms 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 support or success specialist who has experience in SaaS and/or technology product support and is excited to harness AI as part of their toolkit.

Note: This is a hybrid opportunity for someone based in Vancouver, BC (60% in our beautiful water-front Gastown office, 40% from home).

Who you are

• 3+ 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-free
• Strong 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 support
• Proactive, solutions-oriented mindset – always looking for ways to drive value for clients and Optix
• People person – speaking to new people every day and building relationships excites you!
• Excellent time management and organizational skills, able to work independently and prioritize effectively
• Ambitious, yet humble and quick to support your fellow teammates
  

Bonus points for

• Previous experience in a B2B SaaS environment
• Familiarity 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 do

• Serve as a primary point of contact for a portfolio of clients, building strong relationships
• Educate clients on product features, benefits, best practices, and value optimization
• Schedule, manage, and facilitate onboarding sessions to introduce new clients to the Optix platform
• Proactively engage clients based on lifecycle milestones and health signals
• Support 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 features
• Work closely with our Technical Support, Product, and Sales teams to resolve client issues and capture feedback
• Maintain accurate records of client interactions, feedback, and action plans
• Contribute to the development of client resources, including guides, webinars, videos, help articles and more

We take care of our teammates

This 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 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, waterfront Gastown office and a flexible 60/40 hybrid workplace plan

We 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.