ServiceNow CSM Architect leading optimization of customer management solutions in utilities. Collaborating across teams for innovative solutions that enhance customer engagement.
About the role
- Customer Success Associate at Optix educating clients on platform benefits and driving client relationships. Engaging clients and facilitating onboarding for optimal use of the SaaS solution.
Responsibilities
- 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
Requirements
- 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**
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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