Customer Success Manager

Solink•Toronto, ON

4d•CA$96,769 - CA$127,050•Hybrid

About The Position

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 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.

Requirements

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.
You have excellent communication skills—written, spoken, and read—and can articulate complex topics clearly and confidently in an ‘executive brief’ style.
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.
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.
You anticipate customer needs, show genuine care for their experience, and work to solve problems before they arise.
You understand cloud-based technologies and the SaaS business model, and you’re motivated to continuously expand your technical expertise.
You work cross-functionally and thrive in team environments—contributing meaningfully, prioritizing collective goals, and supporting your teammates.
You actively seek feedback, embrace coaching, and take initiative to grow your skills. You see your ideas and projects through from start to finish.
Familiarity with basic networking, scripting, or cloud architecture—and the ability to read code—is a strong asset in this role.
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.

Nice To Haves

Experience or familiarity with video surveillance systems or security camera setups.
First-hand knowledge of the restaurant or hospitality industry, especially in a managerial or operational role.
Bilingual in French and/or Spanish—a strong asset for supporting diverse customer segments.

Responsibilities

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.
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.
Conduct Quarterly Business Reviews (QBRs) to align with customers on goals, product adoption, satisfaction, and opportunities to deepen engagement.
Monitor health signals, identify expansion opportunities, and proactively mitigate risk—helping to drive retention, upsell, and advocacy within your accounts.
Respond to client issues promptly and professionally, collaborating with internal teams to resolve concerns and maintain trust.
Monitor adoption trends and user behavior to ensure customers are leveraging the platform effectively—and guide them toward best practices.
Go above and beyond to turn satisfied customers into loyal advocates who evangelize Solink to others.
Continuously grow your understanding of the verticals Solink serves—translating insights into relevant recommendations, onboarding strategies, and customer education.
Develop and maintain playbooks and internal documentation that reflect the unique needs of different industries and customer segments.
Support and expand relationships across your customer base by engaging champions and introducing them to relevant teams or other Solink users.
Empower customers to become self-sufficient in the Solink platform by delivering proactive education, guidance, and support.
Assist in pre-sales technical conversations when needed to ensure a smooth handoff and set shared expectations between Sales, Success, and the customer.