Customer Success Lead & AI Enablement

Optix; Vancouver; Hybrid; CAD 100,000 - 130,000; Full time

Job summary

A leading flex-space software provider in Vancouver seeks a Customer Success Lead to drive revenue expansion and implement AI solutions. The role requires 7-10 years of experience in B2B SaaS customer success, with proven success in transitioning to an account-based model. Excellent benefits and a supportive team culture are offered.

Benefits

Competitive salary and commission

Employee Stock Option Plan

Health and dental coverage

Personal and professional growth opportunities

Healthy snacks and coffee

Annual health and fitness credit

Qualifications

• 7–10 years in Customer Success or Account Management in B2B SaaS.
• Experience transitioning to account-based models.
• Hands-on experience with AI/ML or data products.

Responsibilities

• Define vision and roadmap for the Customer Success model.
• Audit tech stack and implement AI solutions.
• Own Net Revenue Retention targets and design plays for revenue expansion.

Skills

Customer Success Management

AI/ML Understanding

Account Management

Storytelling

Tools

HubSpot

Gainsight

Job description

By 2030, up to 30% of all workspaces will be flexible. Flex space operators are leading this shift toward community, connection, and exceptional experiences. Optix is the first and only flex‑space automation software enabling these operators to thrive through a B2B SaaS platform that enables forward-thinking operators to automate their operations, engage their communities, and grow their businesses.

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. Now we’re seeking an entrepreneurial Customer Success Lead & AI Enablement to architect the next chapter of our Customer Success function.

Why this role exists

• Transition to an account‑based model: Build the strategy, playbooks, and segmentation needed to move from a generalized CS approach to an account‑based framework that maximizes client value.
• Drive Net Revenue Retention (NRR) & expansion: Design interventions, success plans, and commercial motions that grow revenue from our existing client base through product adoption, upsell, cross‑sell, and services.
• Operationalize AI in Customer Success: Lead the evaluation, implementation, and continuous improvement of AI‑powered health scoring, predictive insights, and tech‑touch workflows that scale CS efficiency without sacrificing the Optix human touch.

What you'll do

Strategy & leadership: Define the vision, OKRs, and phased roadmap to reach an account‑based CS model. Segment accounts by value and potential; establish engagement tiers, cadences, and SLAs. Partner with GTM leaders (Sales, Marketing, Product) to ensure a single, cohesive customer journey.

AI & tooling: Audit current tech stack; select and implement AI solutions (e.g., LLM‑based summarization, predictive churn, workflow automation). Build dashboards that surface real‑time health scores and leading indicators. Prototype and iterate quick‑win AI workflows to prove ROI.

Revenue expansion: Own NRR targets; run cadence reviews to track expansion pipeline. Design commercial plays—renewals, upsells, packaged services—with aligned incentives for Sales & CS. Establish pricing and packaging feedback loops to Product.

Team enablement & playbooks: Document repeatable playbooks (onboarding, adoption, renewal) and teach them via training and coaching. Create certification paths so every CSM becomes an Optix product & industry expert. Champion a customer‑centric culture across the company.

Operational excellence: Stand up metrics, dashboards, and forecast models for CS leadership and exec reporting. Optimize processes for scale: tech‑touch programs, knowledge base, and tools.

Who you are

• 7–10years in Customer Success, Account Management, or Consulting within B2B SaaS, with 3+years leading teams or complex programs.
• Proven success moving an organization from pooled/general CS to an account‑based or segment‑based model.
• Track record of improving NRR and executing revenue‑expansion plays.
• Hands‑on experience with AI/ML or data products (e.g., designing health‑scoring models, deploying LLM workflows, automating playbooks). Comfort with no‑code/low‑code tools; bonus for SQL, Python, or BI skills.
• Excellent storyteller and influencer; can translate data into executive conversations and frontline coaching.
• Builder’s mindset: thrives in ambiguity, experiments rapidly, measures relentlessly.
• Passion for the future of work, coworking, or flexible workspace industry is a plus.

Bonus points for

• Experience with CS platforms such as Vitally, Gainsight, Catalyst, or ChurnZero.
• Certifications in AI/ML, data analytics, or CS leadership frameworks.
• Familiarity with HubSpot, Intercom, or similar GTM stacks.

Success metrics (first 12months)

• Account segmentation & playbooks live and adopted company‑wide.
• ≥105% NRR with a clear path to 110%+.
• AI health‑scoring model deployed with ≥80% accuracy in predicting churn risk.
• 30% reduction in manual CS workload via AI‑driven automations and tech‑touch programs.
• CSAT ≥95% across strategic accounts.

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.