Customer Success Manager

Customer Success Manager

Level: P3 Location: Remote | Canada Reports To: Manager, Customer Success Type: Permanent | Full-Time

About Solink

At Solink, our mission is to 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 35,000 locations across 60+ 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!

About the role

Solink's AI Vision Intelligence Platform helps multi-location businesses in restaurant, retail, and service industries get more from their video. 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.

As a Customer Success Manager (Low Touch), you will keep a book of established customers engaged and growing. Monthly check-ins give every account regular contact, and digital and one-to-many programs extend your reach. Health signals and usage data show you where to focus, so your time goes to the customers who will benefit most.

What you'll do

• Run monthly check-ins across your book. Use health signals and usage data to decide who gets a call, who gets an email, and who gets a resource.
• Drive smooth onboarding. Work with Sales to hand off new customers cleanly, set expectations, and build their confidence in the platform.
• Grow adoption. Track engagement and guide customers toward the best practices and features that match their business goals.
• Protect retention and find growth. Flag risk early, step in before small issues become churn, and identify expansion opportunities.
• Handle escalations with care. Respond quickly and professionally, and work with Support, Product, and other teams to resolve issues.
• Build playbooks and programs. Contribute to playbooks, templates, and customer education (webinars, guides, email programs) that serve the whole segment, not one account at a time.
• Support Sales when needed. Join technical pre-sales conversations to ensure a clean handoff and shared expectations.

What you bring

• 4+ years managing customer accounts in a SaaS environment, ideally with a high volume or scaled book
• Strong written and verbal communication, including the ability to explain technical topics simply
• A consultative approach: you connect customer outcomes to revenue growth and advocate for the customer
• Comfort with data and prioritization: you can review a book of 100 accounts and know where to focus
• Technical curiosity and quick learning. 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.

Nice to have

• Experience with video surveillance or security camera systems
• Hands-on experience in restaurant, hospitality, retail and/or regulated environments
• Fluency in French and/or Spanish

Career Archetype Role Expectations

Career archetypes represent the foundational behaviours and performance standards expected of every employee.

At Solink, career archetypes define the baseline for how we show up and create impact. They are not aspirational traits or optional strengths, they are the minimum standards required to operate successfully within our environment. These expectations ensure consistency in how we think, collaborate, execute, and raise the performance bar. If someone consistently does not meet these standards, they are not aligned with what it takes to thrive at Solink.

This is a P3 level role. At Solink, individuals at this level independently own initiatives from start to finish with minimal direction. They proactively solve problems, collaborate across functions, and prioritize their work based on business needs and expected impact.

In this role, you’ll be expected to:

• Propose, launch, and deliver initiatives aligned with team and company goals.
• Investigate root causes, recommend thoughtful solutions, and resolve blockers with the right partners.
• Prioritize competing tasks and projects based on value, effort, timelines, and business impact.
• Communicate progress and risks clearly, apply feedback, and support more junior colleagues through informal mentoring.

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.

Compensation

The on-target earnings range for this role is $96,769 - $120,000 CAD on an 80/20 split.

We determine compensation based on the experience, skills, and impact you bring to the role as identified during the interview process, and by what will be expected of you by day 90.

For this position, our goal is to hire candidates who are either Developing or Proficient.

• Developing: Foundational, relevant experience and skills, with the ability to build capability in the role through hands-on experience, coaching, and support.
• Proficient : Demonstrated experience applying the core technical and behavioural skills required for the role, with the ability to work independently and consistently deliver against expectations.

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.

What to Expect from the Hiring Process

We respect your time and value transparency. Here’s a general idea of what to expect:

1. Intro call with our Talent Team
2. Interview with the Hiring Manager
3. Role-relevant task or case (if applicable)
4. Final interviews with cross-functional team members
5. Reference Checks
6. Offer & onboarding

Please note: this is subject to change at any point in the recruitment process based on the needs of the business.

NOTICE: Solink uses artificial intelligence (AI) to screen, assess, and/or select candidates for this position.

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.