We're Optix - helping flex and coworking space operators build smarter, more automated spaces and better-connected communities. Our platform powers the digital backbone of coworking and flex spaces around the world, uniting automation, CRM, and community engagement tools into one seamless experience. We help our customers create beautiful, integrated, human-centered workspaces that run smoothly for managers and members alike.We're a passionate team that supports each other to do our best work. You'll often find us sharing pour-over coffee, chocolate croissants, and big ideas about the future of work.About the roleAs 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.What you'll doOwn the complete client journey for your portfolio, from the first onboarding call through renewal and expansionFacilitate onboarding calls and drive milestone completion for new clients in your book, transitioning this work as your portfolio growsServe as the primary relationship owner for a portfolio of clients, driving retention, adoption, and account healthLead proactive retention and expansion conversations, identifying upsell and growth opportunities tied to measurable outcomesOwn escalations from the CS and Support teamPartner with Product to influence the roadmap based on patterns in client feedback and account dataRun onboarding independently, end-to-end, when needed - facilitating calls and driving milestones for complex or high-value accounts, overflow volume,



or team coverageProvide feedback and help shape our AI-powered tools and agents that support the CS team across the full client lifecycleMaintain accurate account records in Hubspot across the full client lifecycle, from onboarding through renewal and expansionWho you are3+ years of experience in customer success, account management, or a related client-facing role with a technology company, including ownership of a portfolio of accountsProven track record driving retention and expansion outcomes, ideally with measurable results you can speak toComfortable leading difficult conversations and resolving escalations independentlyVersatile across the full client lifecycle - equally capable owning onboarding as you are owning renewal and expansionDemonstrated ability to work cross-functionally with Product and other teamsAI-savvy: comfortable working alongside AI-powered tools and providing feedback to help improve themEligible to work in CanadaAvailable for occasional early morning and late afternoon hours to support clientsBonus points forPrevious experience in a B2B SaaS environmentFamiliarity with HubSpotDemonstrated 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 deliveryExperience mentoring or informally supporting more junior Customer Success teammatesDirect experience in the coworking, flex space, or proptech industryWe take care of our teammates. This is a unique opportunity to join a rapidly growing technology startup. Taking care of our team on this journey is a priority. We offer:Competitive salary of 70,000-90,000 CAD/year and commission structureStrong Employee Stock Option Plan offeringExcellent health and dental coverage program provided by SunlifeMission-driven workplace experience with a positive, team-oriented and supportive team culturePersonal and professional growth opportunitiesHealthy snacks and locally roasted coffee - slow pour is our jamTeam lunches and socialsAnnual health and fitness creditFun offsite activities that allow us to reconnect as a teamA beautiful office and a flexible 60/40 hybrid workplace plan

📌 Customer Success Manager (Vancouver)
🏢 Optixapp
📍 Vancouver