Senior Customer Success Manager, Optix
Offers Employee Stock Option Plan
More information about location
2-3 days a week in office (Gastown, Toronto)
Platform to manage coworking spaces
Posted today
Platform to manage coworking spaces
21-100 employees
Posted today
Offers Employee Stock Option Plan
More information about location
2-3 days a week in office (Gastown, Toronto)
21-100 employees
Company mission
To enable flex spaces with the best user experience.
Role
Who you are
- 4+ years of experience in customer success, account management, or client-facing roles within a B2B SaaS organization
- Experienced in fostering client relationships to increase product adoption, advocacy, and revenue growth
- Demonstrated track record of driving measurable results, including increasing NRR and expansion revenue
- Skilled in conducting client training sessions, both 1:1 and in virtual group settings
- Experienced in managing multiple client relationships with strong time management and prioritization skills
- Data-driven and comfortable using tools to monitor client engagement and proactively identify growth opportunities to drive expansion revenue
- Experienced in developing and executing strategies that align customer success efforts with business goals
- Excellent cross-functional collaboration skills, with a focus on alignment with Sales, Product, and Marketing teams
- Interested in the evolving best practices in customer success and eager to contribute to the team’s success
- You value humor, humility, and a collaborative team environment
Desirable
- Experience with tools like Intercom and/or HubSpot
- Experience working with AI tools to deliver customer success
What the job involves
- We are a passionate team committed to supporting one another in doing our best work
- From pour-over coffee to chocolate croissants, we bond over a shared vision of changing the way the world works
- Now, we’re seeking a results-driven Senior Customer Success Manager to join our growing team and help us elevate client engagement, drive product adoption, and expand revenue opportunities
- Serve as the primary point of contact for clients, fostering strong, strategic relationships to drive advocacy and long-term partnerships with our clients
- Own and be responsible for driving key CS KPIs and achieving specified targets for TTV, expansion revenue, NRR, and more
- Manage client onboarding, delivering engaging and effective training sessions to ensure smooth platform adoption
- Proactively foster client engagement to help them achieve key milestones and fully leverage the Optix platform
- Proactively identify growth opportunities within accounts and drive expansion through plan upgrades, feature add-ons, and service plans
- Design, implement, track and refine new programs, systems and resources to support long-term client success
- Optimize customer success workflows, leveraging automation and AI to improve efficiency and scalability for our team
- Collaborate with Product to advocate for customer needs, and to drive product adoption
- Collaborate with Marketing on customer marketing initiatives (webinars, case studies, referrals, testimonials, etc) to amplify customer success stories
- Monitor and analyze client data to track key performance indicators (KPIs) such as retention rates, churn risk, account health, and revenue growth
- Troubleshoot client issues and collaborate with internal teams to deliver timely solutions
- Contribute to strategic customer success initiatives that align with company goals and drive business growth
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 values
- We put users at the center of everything - We care about the user experience, both yours and your members
- Technology should elevate the workplace - Your tech stack should make life easier, not harder
- The future of work is flexible - Your members are transient. You need to move with them
- Solutions should be forward-thinking -We build for the future, not the past
- Our clients are our partners - When you thrive, so do we
Company HQ
Gastown, Vancouver, BC
Articles
Leadership
Kia Rahmani
(CEO)Previously founded StartupsXL, a coworking provider for tech startups.
Salary benchmarks
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