Customer Success Manager, High Touch

Solink is a company dedicated to transforming video security into real-time operational insights. They are seeking a Customer Success Manager to build and develop strategic relationships with high touch customer accounts, ensuring clients realize business value from their partnership with Solink through effective use of their product.

Responsibilities:

• Own a Book of Business: Serve as the trusted advisor for your portfolio of high touch accounts—building strong relationships across multiple stakeholders to ensure long-term success and value realization
• Drive Seamless Onboarding: Partner closely with the Sales team, project management and implementations team to ensure new customers are onboarded smoothly, set up for success, and confident in using the Solink platform
• Lead Strategic Conversations: Conduct Quarterly Business Reviews (QBRs) to align with customers on goals, product adoption, satisfaction, and opportunities to deepen engagement
• Maximize Retention & Growth: Monitor health signals, identify expansion opportunities, and proactively mitigate risk—helping to drive retention, upsell, and advocacy within your accounts
• Manage Escalations with Care: Respond to client issues promptly and professionally, collaborating with internal teams to resolve concerns and maintain trust
• Track Product Engagement: Monitor adoption trends and user behavior to ensure customers are leveraging the platform effectively—and guide them toward best practices
• Deliver Exceptional Service: Go above and beyond to turn satisfied customers into loyal advocates who evangelize Solink to others
• Build Industry Expertise: Continuously grow your understanding of the verticals Solink serves—translating insights into relevant recommendations, onboarding strategies, and customer education
• Create & Share Best Practices: Develop and maintain playbooks and internal documentation that reflect the unique needs of different industries and customer segments
• Strengthen Customer Networks: Support and expand relationships across your customer base by engaging champions and introducing them to relevant teams or other Solink users
• Promote Product Mastery: Empower customers to become self-sufficient in the Solink platform by delivering proactive education, guidance, and support
• Support Pre-Sales Readiness: Assist in pre-sales technical conversations when needed to ensure a smooth handoff and set shared expectations between Sales, Success, and the customer

Requirements:

• Experienced SaaS Relationship Builder: You bring prior 5+ years of experience managing customer accounts and developing strong client relationships in a SaaS environment, with a passion for driving value
• Exceptional Communicator: You have excellent communication skills—written, spoken, and read—and can articulate complex topics clearly and confidently in an ‘executive brief' style
• Business Motivated, Customer-First: You take a consultative approach to account growth, aligning customer success, revenue protection and revenue expansion while always advocating for the customer's best interest
• Fast Learner & Technically Curious: You pick up new platforms and tools quickly, and you're eager to become an expert in our product to help drive customer adoption and retention
• Empathetic & Proactive: You anticipate customer needs, show genuine care for their experience, and work to solve problems before they arise
• SaaS-Savvy: You understand cloud-based technologies and the SaaS business model, and you're motivated to continuously expand your technical expertise
• Collaborative Team Player: You work cross-functionally and thrive in team environments—contributing meaningfully, prioritizing collective goals, and supporting your teammates
• Coachable & Accountable: You actively seek feedback, embrace coaching, and take initiative to grow your skills. You see your ideas and projects through from start to finish
• Candidates must undergo a criminal records check upon hire
• Be a Canadian Citizen (dual citizens included), or eligible to work in Canada
• Be willing to comply with Solink's own security policies and standards
• Security Tech Experience: Experience or familiarity with video surveillance systems or security camera setups
• Hospitality Insight: First-hand knowledge of the restaurant or hospitality industry, especially in a managerial or operational role
• Technically Inclined: Familiarity with basic networking, scripting, or cloud architecture—and the ability to read code—is a strong asset in this role
• Multilingual Advantage: Bilingual in French and/or Spanish—a strong asset for supporting diverse customer segments