Customer Success Manager, Tech Touch

Solink

1d • Remote

About The Position

Solink is seeking a Tech Touch Customer Success Manager to scale customer success through smart systems, compelling content, and digital-first engagement. This is a builder role focused on designing and maintaining programs, automations, and resources for customer self-sufficiency. The role involves managing a pooled book of smaller ARR accounts, with leverage gained from scalable experiences rather than high-volume calls. The ideal candidate is excited about creating reusable playbooks and automated responses to customer needs.

Requirements

• 2+ Years in a Customer-Facing SaaS Role (Customer Success, Account Management, or related field).
• Experience driving value at scale rather than through individual relationship management.
• Builder Mentality: Proven track record of creating resources, programs, or automations that improved customer experience and reduced manual effort.
• Strong Written Communication skills: Clear, warm, and efficient communication, able to translate complex product functionality into simple, actionable guidance.
• Data-Driven: Comfortable working with customer health data, adoption metrics, and engagement signals.
• Technically Curious: Ability to pick up new tools and platforms quickly; eagerness to become a Solink product expert.
• Familiarity with tools like Gainsight, Salesforce, Docebo, or other CS/automation platforms is a strong asset.
• Project Management Skills: Ability to scope, plan, and execute medium-to-large projects independently.
• Collaborative and Coachable: Thrives in a team environment, actively seeks feedback, and contributes ideas to improve the broader CS organization.
• Must undergo a criminal records check upon hire.
• Must be a Canadian Citizen (dual citizens included) or eligible to work in Canada.
• Must be willing to comply with Solink’s own security policies and standards.

Nice To Haves

• Experience in Scaled or Digital CS (tech touch, scaled success, or digital CS motion).
• Familiarity with video surveillance systems or the restaurant and hospitality industry.
• Hands-on experience with Gainsight or a comparable CS platform (e.g. Totango, ChurnZero, Vitally) for health scoring, automated playbooks, and lifecycle management.
• Comfortable using AI tools (e.g. Claude, ChatGPT, or similar) to accelerate content creation, improve customer communications, and streamline workflows.

Responsibilities

• Design and maintain high-quality onboarding programs (email sequences, in-app guides, webinars, self-serve documentation) for customer self-sufficiency.
• Engage primarily through scaled channels (shared inbox, automated touchpoints, group webinars) while participating in 1:1 conversations when necessary.
• Create and iterate on playbooks, help center content, video walkthroughs, and onboarding checklists to empower customer self-sufficiency.
• Identify opportunities to replace manual outreach with smart, triggered workflows (health score alerts, milestone nudges, renewal reminders, re-engagement campaigns) using CS/automation tools.
• Track adoption signals, login trends, and engagement data to proactively identify at-risk accounts and trigger appropriate interventions.
• Contribute to retention and upsell outcomes through well-timed, relevant digital touchpoints.
• Plan and execute recurring scaled programs such as onboarding webinars, product update communications, and customer education series.
• Collaborate with Marketing, Product, and High Touch CS to ensure content and automations align with product capabilities and customer needs.
• Define success metrics for owned programs, report on performance, and iterate based on data and customer feedback.
• Occasionally assist the Sales team with questions about the customer journey and onboarding expectations during the sales process.

Benefits

• 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 based on contribution, initiative, and ability.
• Candid culture: Clear expectations, honest feedback, and no politics.
• Social connection: Events like So-learns, Solink-o, and So-lunches.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed