Customer Success Associate

Vancouver, BC
30+ days ago

Job Description

The workplace is evolving, and we’re leading the charge toward a world that works smarter. The office of the future will be dynamic, flexible, digital, and delightfully disruptive — just like Optix! 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 flexible workplaces. With clients in 25+ countries, we craft beautiful apps that put workers at the center of the workplace experience. Our customers are flexible space operators, and we empower them with tech that simplifies the day-to-day operations of their businesses.

We're searching for entrepreneurial innovators and builders who are excited about our mission of powering the world with a seamless workplace experience.

As a Customer Success Associate, you will educate prospective and existing clients on the benefits and functionality of the Optix platform. In joining our team at this stage, you will play a critical role in developing and managing client relationships on the front line and contributing to our client acquisition, onboarding, and success efforts.


Who you are

  • 2-3+ years of experience in a customer success or sales role with a technology company, preferably with a SaaS product
  • Excellent verbal, written, and interpersonal communication skills
  • You are friendly and professional and skilled at building relationships
  • Experience managing relationships with multiple SMB level accounts
  • You demonstrate a high level of attention to detail
  • You are a natural problem solver
  • You understand the importance of providing a best in class experience to prospective and current clients
  • You question the status quo, take ownership of your work, and proactively identify and address issues and opportunities

Bonus points for

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

What you'll do

  • Be the primary point of contact for our SMB level clients
  • Schedule and manage onboarding sessions to introduce new customers to the Optix platform
  • Assist with the implementation of Optix for new customers helping them to reach critical milestones
  • Ensure customers gain the full value of the Optix platform throughout their entire lifecycle
  • Keep track of customer engagement with the platform to highlight key accounts and potential growth areas
  • Support with client adoption of new features and functionality
  • 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 customer issues are addressed and support materials are accessible
  • Support growth efforts by serving as a product expert and answering product-related questions
  • Foster relationships with clients to establish yourself as their partner to build advocacy for Optix within our Clients’ organizations
  • Executed 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 offering
  • Excellent health and dental coverage program provided by Sunlife
  • Mission-driven workplace experience in a positive and supportive team culture
  • Personal and professional growth opportunities
  • Healthy snacks and locally roasted coffee from Timbertrain
  • Annual health and fitness credit
  • Fun offsite activities and Friday team socials
  • A beautiful Gastown workspace and a flexible hybrid workplace plan


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