Customer Success Manager

Solink

4d • Remote

About The Position

Solink is hiring a remote, low-touch Customer Success Manager in Canada to manage relationships with established customers using its AI Vision Intelligence Platform. The role advocates for customers and helps them realize business value from their Solink investment through effective product use. The Customer Success Manager maintains regular engagement across a book of customers, using monthly check-ins, digital programs, health signals, and usage data to prioritize outreach and support customer growth.

This P3 role calls for independently owning initiatives from start to finish with minimal direction, proactively solving problems, collaborating across functions, and prioritizing work according to business needs and impact. The successful candidate will contribute to team and company goals, communicate progress and risks clearly, apply feedback, and informally mentor more junior colleagues.

Candidates must undergo a criminal records check upon hire, be Canadian citizens (including dual citizens) or eligible to work in Canada, and be willing to comply with Solink’s security policies and standards. The on-target earnings range is $96,769–$120,000 CAD on an 80/20 split. Solink uses artificial intelligence to screen, assess, and/or select candidates. The company is an Equal Opportunity Employer and offers accommodations during selection upon request.

Requirements

• At least 4 years of experience managing customer accounts in a SaaS environment, ideally with a high-volume or scaled book.
• Strong written and verbal communication skills, including the ability to explain technical topics simply.
• A consultative approach that connects customer outcomes to revenue growth and advocates for customers.
• Comfort using data to prioritize across a book of accounts, including the ability to determine where to focus across 100 accounts.
• Technical curiosity and the ability to learn new platforms and tools quickly.
• Willingness to become an expert in Solink’s product to help drive customer adoption and retention.
• 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 security policies and standards.

Nice To Haves

• 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.

Responsibilities

• Run monthly check-ins across a book of customers and use health signals and usage data to prioritize calls, emails, or resources.
• Work with Sales to ensure clean handoffs for new customers, set expectations, and build confidence in the platform.
• Track customer engagement and guide customers toward best practices and features that align with their business goals.
• Identify customer risk early, address issues before they lead to churn, and identify expansion opportunities.
• Respond to escalations quickly and professionally, partnering with Support, Product, and other teams to resolve issues.
• Contribute to playbooks, templates, and customer education programs such as webinars, guides, and email programs for the customer segment.
• Join technical pre-sales conversations when needed to support a clean handoff and shared expectations.
• Propose, launch, and deliver initiatives aligned with team and company goals.
• Investigate root causes, recommend solutions, and resolve blockers with appropriate partners.
• Prioritize competing tasks and projects according to value, effort, timelines, and business impact.
• Communicate progress and risks clearly, apply feedback, and support more junior colleagues through informal mentoring.

Benefits

• Every full-time, permanent employee receives a stake in company growth through equity.
• Fully paid health and dental benefits with no waiting period.
• $500 health spending account.
• Monthly reimbursement for fitness, wellness, or mental health programs.
• Advancement based on contribution, initiative, and impact.

What This Job Offers

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