Customer Success Manager, High Touch

Customer Success Manager, High Touch

Location: Ottawa, ON or Toronto, ON | Remote or Hybrid
Department: Customer Success
Reports To: Matt Brown, VP, Customer Success
Type: Permanent | Full-Time

About Solink

At Solink, our mission is safeguard what matters most . We provide businesses with the tools to know sooner and act faster by transforming video security into real‑time operational insights.

Our cloud‑based platform integrates seamlessly with your existing cameras and systems, turning them into intelligent sensors that detect and interpret key moments. This empowers teams to make data‑driven decisions, enhance security, and improve operational efficiency.

Trusted by over 30,000 locations across 32+ countries – including brands like McDonald’s and JYSK – Solink delivers clarity when it counts. Our solutions help businesses reduce shrink, optimize performance, and respond proactively to potential threats.

We're growing rapidly, earning industry recognition, and scaling with purpose. We’ve been recognized by Deloitte’s Fast 50 and Fast 500, Business Intelligence Group, and as one of Ottawa’s Best Places to Work. And we’re just getting started!

The Role

We are actively looking for a Customer Success Manager to help us build and develop some of our most strategic and high touch customer accounts by establishing productive and trusted relationships with some of North America’s most recognizable brands in the restaurant, retail, and service industries.

You will help manage the customer relationship and be the advocate for our customers to help them realize business value from their investment and partnership with Solink through their effective use of the Solink product. As a customer‑centric company, the relationships and trust we build between the client and Solink is a critical indicator of success.

What You’ll Do

• 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.

What You Bring

Must‑Have:

• 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.

Nice‑to‑Have:

• 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.

Security Requirements

• 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.

Our Values

We do things the Solink way:

• Act with URGENCY – Our customers move fast, so we do too.

• Deliver with QUALITY – We sweat the details and hold a high bar.

• Win with TEAM – No egos. Just outcomes, built together.

• Lead with TRUST – We earn it through clarity, consistency, and care.

These aren’t just words—they shape how we hire, lead, and grow.

Why Solink?

We’re not just building tech - we’re building a place where great people do great work.

• Clarity and trust : Where the role allows, we support flexibility in how and where work gets done - and we’re upfront about what’s required.

• Meaningful equity : Every full‑time, permanent employee has a stake in our growth.

• Comprehensive benefits : Fully paid health & dental (no waiting period) + $500 health spending account.

• Wellness support : Monthly reimbursement for fitness, wellness, or mental health programs.

• Growth through merit : Advancement is based on contribution, initiative, and the ability to raise the bar - together.

• Candid culture : Clear expectations, honest feedback, and no politics.

• Social connection : From So‑learns to Solink‑o and So‑lunches, we stay connected in ways that actually feel fun.

Solink is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive workplace. If you require accommodation during the selection process, please let us know.

Compensation Range: CA$96,769 - CA$127,050