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Customer Success Associate
Full-time
About Optix
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.
The Role
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 success or onboarding specialist who has experience in SaaS and is excited to harness AI as part of their toolkit. You'll have the opportunity to shape our customer success strategy, refine our engagement motion, and help build the playbook that defines how Optix delivers value and grows with our clients.
What You'll Do
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
Monitor client health and identify churn risks, initiating retention conversations
Identify and drive expansion opportunities, including upselling plans and gated features
Work closely with Technical Support, Product, and Sales teams to resolve client issues
Requirements
3+ years of experience in a customer support, success, or sales role with a technology company
Exceptional written and verbal communication skills
Strong ability to educate clients on product features in both 1:1 and group settings
Proven experience owning a large portfolio of clients and delivering proactive client support
Demonstrated experience using AI platforms (e.g., ChatGPT, Claude) or AI-powered customer success tools
Hybrid role: 60/40 in-office/remote at waterfront Gastown office, Vancouver.
