CRM & Loyalty Manager specializing in Scotch & Irish brands at Suntory Global Spirits. Driving customer loyalty strategies and managing omnichannel CRM campaigns with data - driven insights.
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
Customer Success Specialist managing onboarding and support for customers at Lumerate, a SaaS company. Ensuring effective customer engagement and issue resolution in the biotech and pharma services space.
Client Success Manager driving VALD technology adoption in a clinical setting. Work with clients to ensure effective implementation and support for their VALD systems.
Enterprise Customer Success Manager at Ironclad ensuring customer success and driving adoption of the AI contracting platform. Managing global customer relationships and providing expert guidance on platform functionality.
Customer Success Manager driving product adoption and measurable outcomes for finance teams using AI technology. Managing relationships, providing insights, and ensuring long - term success.
Senior Customer Success Manager at Achievers, driving product adoption and customer engagement. Acting as a trusted advisor to help customers unlock business value from our recognition platform.
Customer Success Manager focusing on post - sale implementation and onboarding for enterprise customers at a privacy startup. Engaging with technical and executive stakeholders for successful deployments.
CRM Manager overseeing Email, SMS, and Direct Mail campaigns at Newell Brands. Responsibilities include campaign execution, performance tracking, and cross - functional coordination in a hybrid work environment.
CRM Marketing Associate managing end - to - end execution of CRM campaigns at Deliveroo. Collaborating with teams to enhance customer engagement and marketing effectiveness in the UAE.
Customer Success Manager supporting customer onboarding and engagement for top clients in IT. Collaborating with stakeholders to enhance customer relationships and implement success strategies.