Optix – Customer Success Manager – Vancouver, Canada

March 2, 2023
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Job Description


The workplace is being disrupted and we’re leading the change toward a flexible and hybrid future. Are you interested in being a part of this evolution and passionate about shaping the future of work?

Optix is a technology platform that enables clients to manage, measure, and optimize their workplaces. We empower our clients with beautifully crafted apps and a seamless user experience to simplify the day-to-day operations of their business. Our customers are coworking managers and flex space operators that span across 25+ countries.

We’re a passionate group of people who support each other to do our best work. We enjoy pour-over coffee, chocolate croissants, and jamming on our vision of changing the way the world works. And now we’re looking for an entrepreneurial-minded individual to join our rapidly growing team.

As a Customer Success Manager, you will lead and work alongside our Customer Success team to educate prospective and existing clients on the benefits and functionality of the Optix platform. You’ll also get to use your Sales skills to speak to those interested in Optix, but not yet clients through the live chat, email, and by running online demos of the product. In joining our team at this stage, you will play a critical role in building relationships and acting as trusted advisors as well as collaborating across teams (product, marketing, etc) to build an amazing product. This is a great opportunity for a customer support or success specialist who’s had a few years of experience in a SaaS and/or tech product support environment.

Note: This is a hybrid opportunity for someone based in Vancouver, BC (50% in our beautiful water-front Gastown office, 50% from home).

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


Who you are

  • 4+ years of relevant client-facing experience with at least 2 of those years in customer success with a technology company, preferably with a SaaS product
  • You have experience in managing and leading a team
  • Your writing is clear, concise, empathetic and typo-free
  • You have exceptional verbal and written communication skills
  • You have experience with helping people or businesses use and get the most out of software
  • You’ve built and implemented scalable processes across a team
  • You obsess about the details and getting them right
  • You have strong time management skills and are able to work independently
  • You question the status quo, take ownership of your work, and proactively identify and address issues and opportunities
  • You like to move quickly and have a great sense of humor
  • You are ambitious, yet humble and quick to support your fellow teammates

Bonus points for

  • Previous experience in a B2B SaaS environment
  • Proficiency using Intercom, Hubspot, and/or Jira

What you’ll do

  • Supporting prospective and current clients through various channels including video calls, live chat, and email support, serving as a product expert and answering product-related questions
  • Leading demos – this is your chance to get curious and understand what our prospective clients are looking for from Optix and whether we are a good fit. This isn’t a traditional sales pitch and is more focused on educating prospective clients vs making a hard sell
  • Following up with prospective clients on their questions and supporting them in getting the most out of their trial experience
  • Manage, Measure, and communicate results, successes, opportunities, learnings, and improvements on a diverse range of initiatives in a clear, simple, and engaging manner to senior leadership
  • Build key foundational tools and processes to help scale our proactive Customer Success efforts across our client base
  • Foster relationships with clients to establish yourself as their partner to build advocacy for Optix within our Clients’ organizations
  • Support with client adoption of new features and functionality, helping them to reach critical milestones
  • Ensure clients gain the full value of the Optix platform throughout their entire lifecycle
  • Keep track of engagement with the platform to highlight key accounts and potential growth areas
  • Represent the voice of the customer in the product design process to ensure that product feedback is passed to the Product team
  • Work with the technical support team to ensure client issues are addressed and support materials are accessible
  • Execute on strategic customer success initiatives to support the growth of the company


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 compensation
  • Strong Employee Stock Option Plan offers
  • 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
  • Weekly 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 hybrid workplace plan