Onboarding Specialist, Optix

• 1+ years of experience in a customer support, success, or client-facing service role at a technology company
• Professional written and verbal English proficiency — clear, concise, empathetic, and typo-free
• Comfortable leading structured calls and presentations with clients, 1:1 and in groups
• Organized and detail-oriented, able to track multiple clients’ progress against milestones at once
• AI-savvy: genuinely comfortable working alongside AI tools and providing feedback to help improve them
• Eligible to work in Canada
• Available for some early morning and late afternoon client-facing hours
• 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 an Onboarding Specialist, you’ll be the first point of contact guiding new clients through onboarding onto the Optix platform
• Your focus will be on running great onboarding calls, keeping clients on track to hit their milestones, and helping refine the AI tools that support our team in facilitating our onboarding process
• This is a entry point into a defined Customer Success career track at Optix, with a clear path to progress as you build experience
• 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
• Facilitate onboarding calls for new clients, guiding them through platform setup and early best practices
• Track and drive completion of onboarding and product adoption milestones
• Review and provide feedback on our AI agent’s output, helping refine and improve how it supports our team and our clients during the onboarding process
• Maintain accurate records in Hubspot
• Escalate account risk, technical issues, or expansion signals to the right team member
• Contribute to onboarding resources — guides, help articles, and training materials — as capacity allows