Customer Success Manager

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

📋 Description

• Oversee a portfolio of existing customers, ensuring their engagement and growth.

• Perform monthly check-ins with customers by utilizing health indicators and usage metrics to prioritize outreach efforts.

• Collaborate with the Sales team to facilitate seamless onboarding, maintain clear handoffs, set clear expectations, and build customer confidence.

• Monitor engagement levels and guide customers towards best practices and relevant features of the platform.

• Proactively identify customer risks, support retention efforts, and uncover opportunities for expansion.

• Address escalations with professionalism while working alongside Support, Product, and other teams to resolve issues efficiently.

• Create playbooks, templates, webinars, guides, and email programs tailored for the customer segment.

• Assist Sales in technical pre-sales discussions and ensure proper handoffs.

• Propose, initiate, and execute projects that align with both team and company objectives.

• Analyze root causes, suggest solutions, eliminate obstacles, prioritize tasks, communicate progress and risks, incorporate feedback, and provide informal mentorship to junior team members.

⛳️ Requirements

• A minimum of 4 years managing customer accounts in a SaaS environment, preferably with a high-volume or scaled book.

• Excellent written and verbal communication skills, including the ability to simplify complex technical topics.

• A consultative mindset that connects customer outcomes to revenue growth while advocating for the customers' best interests.

• Proficiency with data analysis and prioritization across a portfolio of 100 accounts.

• A strong technical curiosity and the capability to quickly learn new platforms and tools.

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

• Practical experience in restaurant, hospitality, retail, or regulated environments is advantageous.

• Fluency in French and/or Spanish is beneficial.

• Candidates will be required to undergo a criminal records check upon hiring.

• Must be a Canadian citizen, including dual citizens, or authorized to work in Canada.

• Compliance with Solink’s security policies and standards is mandatory.

🏝️ Benefits

• Meaningful equity for every full-time, permanent employee.

• Comprehensive health and dental benefits with no waiting period.

• A $500 health spending account.

• Monthly reimbursements for fitness, wellness, or mental health programs.

• Flexible work arrangements where applicable.

• Opportunities for advancement based on contributions, initiative, and impact.

• Social connection events, including So-learns, Solink-o, and So-lunches.