Customer Success Manager

Optixapp; Vancouver; Hybrid; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Commission structure

Employee stock option plan

Health & dental coverage

Growth opportunities

Snacks & coffee

Team lunches & socials

Health & fitness credit

Offsite activities

Hybrid workplace

Job summary

Optix is seeking a Customer Success Manager to own the full client journey from onboarding through renewal and expansion, building strong relationships across a growing portfolio in a fast-paced SaaS environment.

You will coordinate onboarding, drive milestones, champion retention and expansion, and partner with Product to influence the roadmap based on client feedback. This hybrid role supports a Canadian-based team with a collaborative, growth-focused culture.

Qualifications

• 3+ years of experience in customer success or account management 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 — onboarding to renewal and expansion.
• Experience with AI platforms or AI-powered CS tools to automate routine tasks is a plus.

Responsibilities

• Own the complete client journey for your portfolio from onboarding through renewal and expansion.
• Facilitate onboarding calls and drive milestone completion for new clients.
• Serve as the primary relationship owner for a portfolio of clients, driving retention and account health.
• Lead proactive retention and expansion conversations tied to measurable outcomes.
• Own escalations from CS and Support teams.
• Partner with Product to influence the roadmap based on client feedback and data.
• Run onboarding independently when needed for high-value accounts or overflow.

Skills

Customer success

Account management

Retention & expansion

Cross-functional work

AI-powered tools

Tools

HubSpot

Job description

We're Optix - helping flex and coworking space operators build smarter, more automated spaces and better-connected communities. Our platform powers the digital backbone of coworking and flex spaces around the world, uniting automation, CRM, and community engagement tools into one seamless experience. We help our customers create beautiful, integrated, human-centered workspaces that run smoothly for managers and members alike.

We're a passionate team that supports each other to do our best work. You'll often find us sharing pour-over coffee, chocolate croissants, and big ideas about the future of work.

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. That gives you deep, end-to-end context on our clients and product from day one, and it's a strong training ground for building account instincts before your book of business grows. 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, transitioning this work as your portfolio grows
• 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 tied to measurable outcomes
• 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, end-to-end, when needed - facilitating calls and driving milestones for complex or high-value accounts, overflow volume, or team coverage
• Provide feedback and help shape our AI-powered tools and agents that support the CS team across the full client lifecycle
• Maintain accurate account records in Hubspot across the full client lifecycle, from onboarding through renewal and expansion

Who you are

• 3+ years of experience in customer success, account management, or a related client-facing role with a technology company, including ownership of a portfolio of accounts
• Proven track record driving retention and expansion outcomes, ideally with measurable results you can speak to
• Comfortable leading difficult conversations and resolving escalations independently
• Versatile across the full client lifecycle - equally capable owning onboarding as you are owning renewal and expansion
• 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 to automate routine tasks, analyze client data, and enhance service delivery
• Experience mentoring or informally supporting more junior Customer Success teammates
• Direct experience in the coworking, flex space, or proptech industry

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 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 - 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 office and a flexible 60/40 hybrid workplace plan