Customer Success Manager, Tech Touch

CUSTOMER SUCCESS MANAGER, TECH TOUCH

Location: Canada | Remote

Department: Customer Success

Reports To: Dustin Bromley, Team Lead, Tech Touch https://www.linkedin.com/in/dustinbromley/

Type: Permanent | Full-Time

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 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.

WHAT YOU’LL DO

• 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.

WHAT YOU BRING

Must-Have:

• 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.

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.

SECURITY REQUIREMENTS

• 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.

OUR VALUES

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.

WHY SOLINK?

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.

WHAT TO EXPECT FROM THE HIRING PROCESS

We respect your time and value transparency. Here’s a general idea of what to expect:

1. Intro call with our Talent Team

2. Interview with the Hiring Manager

3. Role-relevant task or case (if applicable)

4. Final interviews with cross-functional team members

5. Reference Checks

6. Offer & onboarding 🎉

PLEASE NOTE: THIS IS SUBJECT TO CHANGE AT ANY POINT IN THE RECRUITMENT PROCESS BASED ON THE NEEDS OF THE BUSINESS.

HOW TO APPLY

Submit your resume and a short cover letter via our [Careers Page https://solink.com/careers/]. Let us know what excites you about this role, and how you’d help move Solink forward.

NOTICE: SOLINK USES ARTIFICIAL INTELLIGENCE (AI) TO SCREEN, ASSESS, AND/OR SELECT CANDIDATES FOR THIS POSITION.

SOLINK IS AN EQUAL OPPORTUNITY EMPLOYER. WE’RE COMMITTED TO BUILDING A DIVERSE AND INCLUSIVE WORKPLACE. IF YOU REQUIRE ACCOMMODATION DURING THE SELECTION PROCESS, PLEASE LET US KNOW.