Customer Success Manager
About The Position
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.
Requirements
- 3+ years of experience in customer success, account management, or a related client-facing role with a technology company, including ownership of a portfolio of accounts
- Proven track record driving retention and expansion outcomes, ideally with measurable results you can speak to
- Comfortable leading difficult conversations and resolving escalations independently
- Versatile across the full client lifecycle — equally capable owning onboarding as you are owning renewal and expansion
- Demonstrated ability to work cross-functionally with Product and other teams
- AI-savvy: comfortable working alongside AI-powered tools and providing feedback to help improve them
- Eligible to work in Canada
- Available for occasional early morning and late afternoon hours to support clients
Nice To Haves
- Previous experience in a B2B SaaS environment
- Familiarity with HubSpot
- 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
- Experience mentoring or informally supporting more junior Customer Success teammates
- Direct experience in the coworking, flex space, or proptech industry
Responsibilities
- 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
Benefits
- Competitive salary of 70,000–90,000 CAD/year and commission structure
- 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
- Team lunches and socials
- Annual health and fitness credit
- Fun offsite activities that allow us to reconnect as a team
- A beautiful office and a flexible 60/40 hybrid workplace plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
