Customer Success Manager, Touch

Customer Success Manager, High Touch

Location: Ottawa, ON or Toronto, ON | Remote or Hybrid
Department: Customer Success
Reports To: Matt Brown, VP, Customer Success
Type: Permanent | Full-Time

At Solink, our mission is 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!

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.

• Own a Book of Business: 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.

• Drive Seamless Onboarding: 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.

• Lead Strategic Conversations: Conduct Quarterly Business Reviews (QBRs) to align with customers on goals, product adoption, satisfaction, and opportunities to deepen engagement.

• Maximize Retention & Growth: Monitor health signals, identify expansion opportunities, and proactively mitigate risk—helping to drive retention, upsell, and advocacy within your accounts.

• Manage Escalations with Care: Respond to client issues promptly and professionally, collaborating with internal teams to resolve concerns and maintain trust.

• Track Product Engagement: Monitor adoption trends and user behavior to ensure customers are leveraging the platform effectively—and guide them toward best practices.

• Deliver Exceptional Service: Go above and beyond to turn satisfied customers into loyal advocates who evangelize Solink to others.

• Build Industry Expertise: Continuously grow your understanding of the verticals Solink serves—translating insights into relevant recommendations, onboarding strategies, and customer education.

• Create & Share Best Practices: Develop and maintain playbooks and internal documentation that reflect the unique needs of different industries and customer segments.

• Strengthen Customer Networks: Support and expand relationships across your customer base by engaging champions and introducing them to relevant teams or other Solink users.

• Promote Product Mastery: Empower customers to become self‑sufficient in the Solink platform by delivering proactive education, guidance, and support.

• Support Pre‑Sales Readiness: Assist in pre‑sales technical conversations when needed to ensure a smooth handoff and set shared expectations between Sales, Success, and the customer.

Must‑Have:

• Experienced SaaS Relationship Builder: 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.

• Exceptional…