Customer Success Manager

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 role

As 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 do

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

### Who you are

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

### Bonus points for

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

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 of 70,000–90,000 CAD/year including commission

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

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.