Customer Success Associate - B2B SaaS at Optix

Vancouver, British Columbia, Canada -

Full Time

Start Date

Immediate

Expiry Date

02 Jan, 26

Salary

0.0

Posted On

04 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Customer Success, Sales, Communication Skills, Client Education, Proactive Mindset, Relationship Building, Time Management, Organizational Skills, Team Support, B2B SaaS, Customer Engagement, AI Platforms, Technical Support, Product Knowledge, Client Retention

Industry

technology;Information and Internet

Description

By 2030, nearly a third of all workspaces will be flex spaces. At the forefront of this transformation are coworking and flex space operators who are redefining what it means to work—fostering community, connection, and experiences that inspire. At Optix, we’re proud to be the world’s first and only end-to-end automation platform purpose-built for flex spaces. Our B2B SaaS solution helps operators streamline operations, build thriving communities, and scale their businesses with confidence. We’re a tight-knit, mission-driven team that believes in big ideas, high standards, and strong coffee (preferably pour-over, paired with a chocolate croissant). We support each other, challenge the status quo, and have a lot of fun along the way. Now, we’re looking for an entrepreneurial Account Executive to join us and shape the next chapter. 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 support or success specialist who has experience in SaaS and/or technology product support and is excited to harness AI as part of their toolkit. Note: This is a hybrid opportunity for someone based in Vancouver, BC (60% in our beautiful water-front Gastown office, 40% from home). Who you are 3+ years of experience in a customer support, success, or sales role with a technology company Exceptional written and verbal communication skills – clear, concise, empathetic, and typo-free Strong ability to educate clients on product features, benefits, and best practices, in both 1:1 and group settings (virtual and live) Proven experience with owning a large portfolio of clients and delivering proactive client support Proactive, solutions-oriented mindset – always looking for ways to drive value for clients and Optix People person – speaking to new people every day and building relationships excites you! Excellent time management and organizational skills, able to work independently and prioritize effectively Ambitious, yet humble and quick to support your fellow teammates Bonus points for Previous experience in a B2B SaaS environment Familiarity with customer success tools (e.g., Intercom, HubSpot) Familiarity with customer engagement and success frameworks (e.g., health monitoring, churn prevention) 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 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 Support with client adoption of new features and functionality, helping them to reach critical milestones and ensuring they gain the full value of the Optix platform Monitor client health and identify churn risks, initiating retention conversations Identify and drive expansion opportunities, including upselling plans and gated features Work closely with our Technical Support, Product, and Sales teams to resolve client issues and capture feedback Maintain accurate records of client interactions, feedback, and action plans Contribute to the development of client resources, including guides, webinars, videos, help articles and more 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 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, waterfront Gastown office and a flexible 60/40 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.

Responsibilities

As a Customer Success Associate, you will educate clients on the Optix platform and manage client relationships to drive adoption and retention. You will also monitor client health, identify churn risks, and support clients in maximizing the value of the platform.