We’re Optix — helping flex and coworking space operators build smarter, more automated spaces and better-connected communities. Our platform powers the digital backbone of coworking and flex spaces around the world, uniting automation, CRM, and community engagement tools into one seamless experience. We help our customers create beautiful, integrated, human-centered workspaces that run smoothly for managers and members alike.We’re a passionate team that supports each other to do our best work. You’ll often find us sharing pour-over coffee, chocolate croissants, and big ideas about the future of work.About the roleAs a Customer Success Manager, you’ll start by owning the complete client journey for your portfolio – from their first onboarding call through renewal and expansion. That gives you deep, end-to-end context on our clients and product from day one, and it's a strong training ground for building account instincts before your book of business grows. As your portfolio expands, your role will increasingly concentrate on retention and expansion, and deepening product adoption.What you'll doOwn the complete client journey for your portfolio, from the first onboarding call through renewal and expansionFacilitate onboarding calls and drive milestone completion for new clients in your book, transitioning this work as your portfolio grows Serve as the primary relationship owner for a portfolio of clients, driving retention, adoption, and account healthLead proactive retention and expansion conversations, identifying upsell and growth opportunities tied to measurable outcomesOwn escalations from the CS and Support team Partner with Product to influence the roadmap based on patterns in client feedback and account dataRun onboarding independently, end-to-end, when needed — facilitating calls and driving milestones for complex or high-value accounts, overflow volume, or team coverageProvide feedback and help shape our AI-powered tools and agents that support the CS team across the full client lifecycleMaintain accurate account records in Hubspot across the full client lifecycle, from onboarding through renewal and expansionRequirementsWho you are3+ years of experience in customer success, account management, or a related client-facing role with a technology company, including ownership of a portfolio of accountsProven track record driving retention and expansion outcomes, ideally with measurable results you can speak toComfortable leading difficult conversations and resolving escalations independentlyVersatile across the full client lifecycle — equally capable owning onboarding as you are owning renewal and expansionDemonstrated ability to work cross-functionally with Product and other teamsAI-savvy: comfortable working alongside AI-powered tools and providing feedback to help improve themEligible to work in CanadaAvailable for occasional early morning and late afternoon hours to support clientsBonus points forPrevious experience in a B2B SaaS environmentFamiliarity with HubSpotDemonstrated 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 deliveryExperience mentoring or informally supporting more junior Customer Success teammatesDirect experience in the coworking, flex space, or proptech industryBenefitsWe 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 of 70,000–90,000 CAD/year and commission structureStrong Employee Stock Option Plan offeringExcellent health and dental coverage program provided by SunlifeMission-driven workplace experience with a positive, collaborative and supportive team culturePersonal and professional growth opportunitiesHealthy snacks and locally roasted coffee – slow pour is our jamTeam lunches and socialsAnnual health and fitness creditFun offsite activities that allow us to reconnect as a teamA beautiful office and a flexible 60/40 hybrid workplace planWe 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.
We’re Optix — helping flex and coworking space operators build smarter, more automated spaces and better-connected communities. Our platform powers the digital backbone of coworking and flex spaces around the world, uniting automation, CRM, and community engagement tools into one seamless experience. We help our customers create beautiful, integrated, human-centered workspaces that run smoothly for managers and members alike.
We’re a passionate team that supports each other to do our best work. You’ll often find us sharing pour-over coffee, chocolate croissants, and big ideas about the future of work.
About the role
As a Customer Success Manager, you’ll start by owning the complete client journey for your portfolio – from their first onboarding call through renewal and expansion. That gives you deep, end-to-end context on our clients and product from day one, and it's a strong training ground for building account instincts before your book of business grows. As your portfolio expands, your role will increasingly concentrate on retention and expansion, and deepening product adoption.
What you'll do
- Own the complete client journey for your portfolio, from the first onboarding call through renewal and expansion
- Facilitate onboarding calls and drive milestone completion for new clients in your book, transitioning this work as your portfolio grows
- Serve as the primary relationship owner for a portfolio of clients, driving retention, adoption, and account health
- Lead proactive retention and expansion conversations, identifying upsell and growth opportunities tied to measurable outcomes
- Own escalations from the CS and Support team
- Partner with Product to influence the roadmap based on patterns in client feedback and account data
- Run onboarding independently, end-to-end, when needed — facilitating calls and driving milestones for complex or high-value accounts, overflow volume, or team coverage
- Provide feedback and help shape our AI-powered tools and agents that support the CS team across the full client lifecycle
- Maintain accurate account records in Hubspot across the full client lifecycle, from onboarding through renewal and expansion
Requirements
Who you are
- 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
Bonus points for
- 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
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 of 70,000–90,000 CAD/year 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 office and a flexible 60/40 hybrid workplace plan
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.
At Optix, we’re on a mission to empower forward-thinking flex workspace operators to thrive. We believe that when technology works seamlessly in the background, people can shine in the foreground. Every line of code we write, every design we craft, and every decision we make starts with one obsession — helping our customers succeed. We move fast, think ahead, and play to win, driven by a shared ambition to build something truly world-class. “Good enough” isn’t in our vocabulary; we raise the bar every day, taking pride in our craft and holding ourselves to a higher standard of excellence. We approach challenges with optimism, seeing opportunities where others see limits, and we invest in one another — celebrating wins, elevating those around us, and growing together. From our home in Gastown, our team of passionate problem-solvers is shaping the future of flex spaces — building technology that frees people to focus on what matters most: community, hospitality, and impact. If you’re ready to be part of a team that dreams boldly, works smart, and builds the future of work, join us — as we elevate the world of work, together.Our values shape how we show up, for our customers, our team, and the future we're building.Obsess Over Customers — We exist to help our customers thrive, and we measure our success by theirs.Build to Win — We're here to build something world-class. We move fast, work smart, and hold ourselves to a high standard.Think Forward — We anticipate what's next and build for it, rather than react to what's behind us.Default Positive — We bring energy and optimism to hard problems, and we focus on finding a way forward.Earn Trust — We earn trust in everything we do, and build lasting relationships with our customers and each other.
At Optix, we’re on a mission to empower forward-thinking flex workspace operators to thrive. We believe that when technology works seamlessly in the background, people can shine in the foreground. Every line of code we write, every design we craft, and every decision we make starts with one obsession — helping our customers succeed. We move fast, think ahead, and play to win, driven by a shared ambition to build something truly world-class. “Good enough” isn’t in our vocabulary; we raise the bar every day, taking pride in our craft and holding ourselves to a higher standard of excellence. We approach challenges with optimism, seeing opportunities where others see limits, and we invest in one another — celebrating wins, elevating those around us, and growing together. From our home in Gastown, our team of passionate problem-solvers is shaping the future of flex spaces — building technology that frees people to focus on what matters most: community, hospitality, and impact. If you’re ready to be part of a team that dreams boldly, works smart, and builds the future of work, join us — as we elevate the world of work, together.
Our values shape how we show up, for our customers, our team, and the future we're building.
- Obsess Over Customers — We exist to help our customers thrive, and we measure our success by theirs.
- Build to Win — We're here to build something world-class. We move fast, work smart, and hold ourselves to a high standard.
- Think Forward — We anticipate what's next and build for it, rather than react to what's behind us.
- Default Positive — We bring energy and optimism to hard problems, and we focus on finding a way forward.
- Earn Trust — We earn trust in everything we do, and build lasting relationships with our customers and each other.
