Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Own a Portfolio of Clients: Act as the trusted advisor for your collection of high-touch accounts.

• Facilitate Smooth Onboarding: Collaborate closely with Sales and project management teams to onboard new clients.

• Guide Strategic Discussions: Conduct Quarterly Business Reviews (QBRs) with clients.

• Enhance Retention & Growth: Monitor health indicators to drive retention, upsell opportunities, and advocacy within your accounts.

• Handle Escalations with Precision: Address client issues promptly while maintaining trust.

• Monitor Product Engagement: Track adoption trends and user activity.

• Provide Outstanding Service: Transform satisfied clients into loyal advocates.

• Develop Industry Knowledge: Continuously enhance your understanding of various industry sectors.

• Create & Distribute Best Practices: Develop and maintain playbooks tailored for different industries.

• Strengthen Customer Relationships: Engage champions across your client base.

⛳️ Requirements

• 5+ years of experience in managing customer accounts and cultivating strong client relationships within a SaaS environment.

• Exceptional communication skills—both written and verbal.

• A consultative approach to account development, aligning customer success with revenue protection and expansion.

• Ability to quickly learn new platforms and tools.

• Knowledge of basic networking, scripting, or cloud architecture—and the capability to read code is a significant advantage.

• Experience or familiarity with video surveillance systems or security camera setups is a plus.

• Direct knowledge of the restaurant or hospitality industry, particularly in a managerial or operational capacity, is a bonus.

• Bilingual in French and/or Spanish is a strong advantage.

🏝️ Benefits

• Fully covered health & dental (no waiting period) along with a $500 health spending account.

• Monthly reimbursement for fitness, wellness, or mental health initiatives.

• Meaningful equity: Every full-time, permanent employee has a stake in our growth.

• Advancement opportunities are based on contribution, initiative, and collaborative success.

• Clear expectations, constructive feedback, and an absence of office politics.

• From So-learns to Solink-o and So-lunches, we maintain connections in enjoyable ways.