Optix

Customer Success Associate

Optix

full-time

Posted on:

Location Type: Hybrid

Location: Vancouver • 🇨🇦 Canada

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Job Level

JuniorMid-Level

About the role

  • 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

Requirements

  • 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
Benefits
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportcustomer successsalesclient onboardingclient health monitoringchurn preventionupsellingAI platformsdata analysisvalue optimization
Soft skills
communicationrelationship buildingproactive mindsetsolutions-orientedtime managementorganizational skillsindependenceprioritizationempathyteam support