Scaled Customer Success Manager (SCSM)

Job Responsibility:

Scaled Customer Success Manager (SCSM)

Solink is a different kind of data analytics software company. We've successfully made video security a source of powerful insight for business owners of franchise and retail chains. We focus on security applications that combat fraud proactively and make it easier for owners to track down problems. Today we focus on loss prevention and in the future, we see every department using video to make data-driven decisions: marketing, operations, and even HR.

A job at Solink means working with an amazing team and tackling one of the biggest data problems out there. We are venture-backed and focus on continuous execution to delight our customers. We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company.

A bit about the role… We're looking for a Scaled Customer Success Manager (SCSM) who is deeply committed to helping customers thrive—both through personalized relationship management and impactful, scalable digital engagement.

In this hybrid role, you will be responsible for two key areas. First, you will manage a portfolio of customers, driving product adoption, measurable outcomes, and long-term loyalty through proactive, digital-first communication. Second, you will design and implement digital customer success programs that combine automation and personalization to effectively engage a broader customer base.

This position is ideal for someone who values meaningful one-to-one relationships, yet also brings experience in developing one-to-many digital strategies that scale customer success across a diverse and growing portfolio.

WHO YOU ARE:

• 3-5+ years of experience in Customer Success, Account Management, or Lifecycle Marketing in SaaS.

• Proven ability to manage a customer portfolio and drive successful renewals and expansions.

• Hands-on experience with Customer Success platforms (Gainsight) and marketing automation (HubSpot, Salesforce, Intercom).

• Strong analytical skills; experience using customer data to drive decisions.

• Ability to design scalable processes while maintaining a personalized customer experience.

• Excellent communication, project management, and cross-functional collaboration skills.

• Comfortable using automation, AI, and digital content to supplement human touchpoints.

SECURITY REQUIREMENTS:

• Candidates must undergo a criminal records check upon hire;

• Eligible to work in Canada;

• Be willing to comply with Solink's own security policies and standards.

WHAT WILL YOU DO?

• Manage your own book of business in a 1-to-many approach to service a growing account list of small business operators.

• Execute automated lifecycle campaigns using CRM & CS platform tools like HubSpot and Gainsight to send onboarding sequences, product tips, and renewal/expansion nudges at scale.

• Monitor customer engagement dashboards daily to identify trends (e.g. low adoption or drop-off points) and trigger playbooks or outreach based on predefined thresholds.

• Work cross functionally and independently to build and update customer-facing content, such as how-to guides, FAQ articles, webinars, or email templates, to support self-service education and common customer journeys.

• Run one-to-many engagement programs, including setting up and hosting live or pre-recorded webinars, AMAs, or office hours tailored by customer segment.

• Collaborate with CS Ops to adjust automated workflows, integrate data sources, or improve segmentation logic to increase program precision and relevance.

• Respond to customers via digital channels (e.g. in-app chat, community forums, or group emails) to provide quick, scalable support and guidance but also accepting 1:1 calls where needed.

• Track common customer pain points or requests, escalating insights to Product or CS leadership to inform roadmap and messaging priorities. Intervene in accounts where needed.

• Build a proactive campaign to support customers digitally without losing a human touch.

WHAT IS SOLINK?

Solink is transforming conventional data into ‘smart' data. Solink connects and synchronizes brick-and-mortar business systems like video + Point of Sale data, to create insight into loss prevention, security, and operations issues. We find new and powerful ways for businesses to get real value from the data and footage created daily by their standard systems.

We're one of Ottawa's fastest-growing companies. We're not just a tech and security company - we are rapidly evolving the way that we use and think about video security, data analytics, and technology. We're enhancing the status quo to positively impact clients and customers' businesses.

We're on a steep growth trajectory, which means lots to do, lots to learn, and lots to experience! What an exciting adventure ahead - and our Solinkians make the greatest travel companions…

Solink thrives because of our team; we know that in our business and in our daily work, people make all the difference. We're looking for people who are driven by curiosity, hungry to innovate, and striving to make an impact.

WHY WORK AT SOLINK?

Working with us means you'll be working for a company that values your input and allows you to bring your ideas to life. We offer a collaborative, creative, supportive work environment with a culture that is undeniably fun…

All that - PLUS we offer…..

• Flexibility in your chosen hours of work by helping you get "stuff" done (encourages that work-life balance);

• Opportunities for growth based on merit, skill, and initiative;

• Friendly, welcoming, and team-oriented atmosphere that fosters collaboration;

• A creative and innovative environment that mentors supports, motivates, and inspires you to make an impact;

• Interesting and exciting assignments ranging in size, type, and complexity;

• An “open-door” policy where communication and brainstorming are encouraged;

• A really positive and fun environment working with an incredibly ENERGETIC team;

• Fully paid Health / dental benefits offered immediately (an additional $500 spending account for items that aren't covered in our AMAZING benefits program);

• Monthly reimbursement toward a health and wellness program;

• Extracurricular SOLINKIAN social events (annual “solink-o”, so-learns, sports teams, so-lunches, team builders, and much more)

Solink welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you need accommodations, please email View email address on ca.edajobs.com .

We know that everyone has different experiences and that's what makes all of us so unique. Solink is an Equal Opportunity Employer. We're looking at building our team of great people and we know that comes in various forms. We are committed to a diverse and representative workforce, and an open and inclusive work environment and we encourage all candidates with interest to apply. We will provide accommodation on request through all parts of the selection process.

HOW TO APPLY?

Please submit your cover letter and resume outlining why you would be the right fit for this position.