Customer Success Manager, Optix

• 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
• 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 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
• 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
• Requirements