Solink
Customer Success Manager, Tech Touch
1w ago
73881 –81250 USD / yearWorldwideRemote
Managing scalable customer success programs focused on digital engagement for a cloud-based video security platform.
Responsibilities
- We are looking for a Tech Touch Customer Success Manager to help us scale the success of our broader customer base through smart systems, compelling content, and digital-first engagement. This is not a traditional high-touch CSM role; it's a builder role. You will design and maintain the programs, automations, and resources that allow customers to onboard, adopt, and grow independently. You and the team will share a pooled book of smaller ARR accounts, but your real leverage comes from the scalable experiences you create, not from the volume of calls you take.
- If you get excited about turning a one-off customer conversation into a reusable playbook, or identifying a retention risk signal and building an automated response to it, this role is for you.
Requirements
- 2+ Years in a Customer-Facing SaaS Role: You have experience in Customer Success, Account Management, or a related field at a SaaS company, and you understand how to drive value at scale rather than through individual relationship management.
- Builder Mentality: You don't just respond to problems; you build systems to prevent them. You have a track record of creating resources, programs, or automations that improved the customer experience and reduced manual effort.
- Strong Written Communicator: Your written communication is clear, warm, and efficient. You can translate complex product functionality into simple, actionable guidance that works for a broad audience.
- Data-Driven: You're comfortable working with customer health data, adoption metrics, and engagement signals to prioritize your efforts and measure the impact of your programs.
- Technically Curious: You pick up new tools and platforms quickly, and you're eager 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: You can scope, plan, and execute medium-to-large projects independently, balancing ongoing account responsibilities with program-building work.
- Collaborative and Coachable: You thrive in a team environment, actively seek feedback, and bring ideas that improve the broader CS org, not just your own segment.
- 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 have
- Experience in Scaled or Digital CS: You've worked in a tech touch, scaled success, or digital CS motion before, and you understand how to design programs for efficiency without sacrificing the customer experience.
- Security Tech or Hospitality Background: Familiarity with video surveillance systems or the restaurant and hospitality industry is a genuine advantage in this role.
- Gainsight Proficiency: Hands-on experience with Gainsight or a comparable CS platform (e.g. Totango, ChurnZero, Vitally) for health scoring, automated playbooks, and lifecycle management.
- AI Tool Proficiency: Comfortable using AI tools (e.g. Claude, ChatGPT, or similar) to accelerate content creation, improve customer communications, and streamline workflows.
How to apply
- We respect your time and value transparency. Here’s a general idea of what to expect:
- Intro call with our Talent Team
- Interview with the Hiring Manager
- Role-relevant task or case (if applicable)
- Final interviews with cross-functional team members
- Reference Checks
- Offer & onboarding 🎉
- Submit your resume and a short cover letter via our [ Careers Page ]. Let us know what excites you about this role, and how you’d help move Solink forward.
Other
- Location: Canada | Remote Department: Customer Success Reports To: Dustin Bromley, Team Lead, Tech Touch Type: Permanent | Full-Time
- 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!
- Build Scalable Onboarding Experiences: Design and maintain high-quality onboarding programs (including email sequences, in-app guides, webinars, and self-serve documentation) that help customers get up and running without requiring a dedicated CSM on every call.
- Contribute to a Shared Book of Business (Digitally): Engage primarily through scaled channels (shared inbox, automated touchpoints, group webinars) while jumping into 1:1 conversations when it counts.
- Develop and Maintain Customer Resources: Create and iterate on playbooks, help center content, video walkthroughs, and onboarding checklists that empower customers to become self-sufficient in the Solink platform.
- Build and Manage Automations: Identify opportunities to replace manual outreach with smart, triggered workflows (health score alerts, milestone nudges, renewal reminders, and re-engagement campaigns) using tools like HubSpot, Gainsight, or similar.
- Monitor Customer Health at Scale: Track adoption signals, login trends, and engagement data across your segment to proactively identify at-risk accounts and trigger the right intervention, whether automated or human.
- Drive Retention and Expansion Programmatically: Contribute to retention and upsell outcomes through well-timed, relevant digital touchpoints rather than relying solely on relationship-based selling.
- Run Scaled Customer Programs : Plan and execute recurring programs such as onboarding webinars, product update communications, and customer education series for your segment.
- Collaborate Cross-Functionally: Work closely with Marketing, Product, and High Touch CS to ensure the content and automations you build reflect current product capabilities and customer needs.
- Measure and Improve: Define success metrics for the programs you own, report on their performance, and continuously iterate based on data and customer feedback.
- Support Pre-Sales When Needed: Occasionally assist the Sales team with questions about the customer journey and onboarding expectations during the sales process.
- 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.
- 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.