Optix

Customer Success Manager

• Own the complete client journey for a portfolio, from the first onboarding call through renewal and expansion
• Facilitate onboarding calls and drive milestone completion for new clients
• Serve as the primary relationship owner for a portfolio of clients, driving retention, adoption, and account health
• Lead proactive retention and expansion conversations and identify upsell and growth opportunities tied to measurable outcomes
• Own escalations from the Customer Success and Support teams
• Partner with Product to influence the roadmap based on client feedback and account data
• Run onboarding independently for complex or high-value accounts, overflow volume, or team coverage
• Provide feedback and help shape AI-powered tools and agents supporting the Customer Success team
• Maintain accurate account records in HubSpot across the client lifecycle