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

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

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

Customer Success Associate

Key skills