By 2030, up to 30% of all workspaces will be flexible. As the world undergoes this monumental shift, flex space operators are leading the charge toward a new way of working—characterized by community, connection, and exceptional experiences.

Optix is the first and only flex space automation software, empowering coworking and flex operators to thrive. Our B2B SaaS platform automates operations, engages communities, and supports business growth.

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.

This is a hybrid opportunity for someone based in Vancouver, BC (50% in our beautiful waterfront Gastown office, 50% remote).

We welcome applicants from all walks of life. If you don't meet every requirement but believe you'd be an excellent fit, we'd love to hear from you.

Requirements

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
  

Bonus points for

• Experience with tools like Intercom and/or HubSpot
• Experience working with AI tools to deliver customer success
  

What you'll do

• 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

Benefits

We 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 compensation
• 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, waterfront Gastown office and a flexible hybrid workplace plan.

We welcome applicants from all walks of life. Even if you don't feel you meet every requirement listed, we would still love to hear why you think you would be an awesome addition to our team, and we encourage you to apply.