Customer Success Associate, Optix
+ Commission Structure + ESOP
More information about location
Office located in Water-Front Gastown, BC
Platform to manage coworking spaces
Be an early applicant
Platform to manage coworking spaces
21-100 employees
Be an early applicant
+ Commission Structure + ESOP
More information about location
Office located in Water-Front Gastown, BC
21-100 employees
Company mission
To enable flex spaces with the best user experience.
Role
Who you are
- 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
- Previous experience in a B2B SaaS environment
- Familiarity with customer success tools (e.g., Intercom, HubSpot)
- Familiarity with customer engagement and success frameworks (e.g., health monitoring, churn prevention)
- 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
What the job involves
- 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
Our take
Making the most out of your flexible workspace isn't easy. Optix helps ease this problem by connecting users with the community, resources, and services that workplaces have to offer.
As a spin-off of successful coworking space company ShareDesk, Optix has had an advantage over its competitors since the beginning. The company has attracted businesses like 1880, The Cloud Room, and Thrive.
The increase in remote and flexible workers has paid off for Optix, and the company is well-positioned to scale dramatically over the coming years. It will need to innovate its app and attract more coworking brands if it is to consolidate its progress.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Sep 2016
$2.6m
EARLY VC
Total funding: $2.6m
Company benefits
- 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
- Weekly team lunches and socials
- Annual health and fitness credit
- Fun offsite activities that allow us to reconnect as a team
- A beautiful, waterfront Gastown office and a flexible hybrid workplace plan
Company HQ
Gastown, Vancouver, BC
Leadership
Kia Rahmani
(CEO)Previously founded StartupsXL, a coworking provider for tech startups.
Salary benchmarks
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