Customer Success Associate, Optix

• This is a great opportunity for a customer success or onboarding specialist who has experience in SaaS and is excited to harness AI as part of their toolkit
• 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
• If you have 3+ years of experience in customer success or account management (ideally in B2B SaaS) and are eager to make a direct impact at a fast-growing, mission-driven company, we’d love to meet you
• 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

Desirable

• 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
• You’ll have the opportunity to shape our customer success strategy, refine our engagement motion, and help build the playbook that defines how Optix delivers value and grows with our clients
• 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