Customer Success Associate, Optix

• We’re looking for an entrepreneurial-minded individual to join our rapidly growing team
• 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

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
• 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
• 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