Customer Success Manager

Optix

Customer Success Manager owning onboarding, retention, and expansion for Optix clients. Supporting smarter, automated coworking and flex-space operations through CRM and community tools.

Posted 8/20/2026full-timeVancouver • 🇨🇦 CanadaMid-LevelSenior💰 CA$70,000 - CA$90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing the complete client journey, from onboarding to renewal and expansion, with a strong focus on driving retention and measurable growth outcomes. Proficient in utilizing AI-powered tools to enhance customer success and maintain accurate account management in HubSpot.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementRetention StrategiesAI-Powered Tools UtilizationHubSpot Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client Journey ManagementOnboarding FacilitationRetention and Expansion OutcomesCross-Functional CollaborationEscalation ResolutionData AnalysisB2B SaaS ExperienceMentoringPortfolio OwnershipClient Lifecycle Management

Soft Skills

CommunicationProblem-SolvingLeadershipAdaptabilityInterpersonal Skills

Tools & Technologies

HubSpotAI PlatformsChatGPTClaudeAI-Powered Customer Success Tools

Industry Keywords

CoworkingFlex SpaceProptechClient FeedbackAccount Data

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
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

Benefits

Comp & perks

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
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