Solink
Customer Success Manager, High Touch
Ontario · Vp · Full-time
Work authorization requiredDetected 42 days ago
Project ManagementSalesCustomer SuccessCommunicationMentoring
About the role
- 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.
- 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.
Responsibilities
- 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.
- Manage Escalations with Care: Respond to client issues promptly and professionally, collaborating with internal teams to resolve concerns and maintain trust.
- 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.
- 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.
- 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.
- WE'RE COMMITTED TO BUILDING A DIVERSE AND INCLUSIVE WORKPLACE.
Requirements
- 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 Communicator: You have excellent communication skills-written, spoken, and read-and can articulate complex topics clearly and confidently in an 'executive brief' style.
- SaaS-Savvy: You understand cloud-based technologies and the SaaS business model, and you're motivated to continuously expand your technical expertise.
- Collaborative Team Player: You work cross-functionally and thrive in team environments-contributing meaningfully, prioritizing collective goals, and supporting your teammates.
- 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.
- You have excellent communication skills-written, spoken, and read-and can articulate complex topics clearly and confidently in an 'executive brief' style.
- Experience or familiarity with video surveillance systems or security camera setups.
- First-hand knowledge of the restaurant or hospitality industry, especially in a managerial or operational role.
- Familiarity with basic networking, scripting, or cloud architecture-and the ability to read code-is a strong asset in this role.
- Where the role allows, we support flexibility in how and where work gets done - and we're upfront about what's required.
- Must-Have:
- Business Motivated, Customer-First: You take a consultative approach to account growth, aligning customer success, revenue protection and revenue expansion while always advocating for the customer's best interest.
- Fast Learner & Technically Curious: You pick up new platforms and tools quickly, and you're eager to become an expert in our product to help drive customer adoption and retention.
- Empathetic & Proactive: You anticipate customer needs, show genuine care for their experience, and work to solve problems before they arise.
- Coachable & Accountable: You actively seek feedback, embrace coaching, and take initiative to grow your skills. You see your ideas and projects through from start to finish.
- Nice-to-Have:
Nice to have
- Security Tech Experience: Experience or familiarity with video surveillance systems or security camera setups.
- Hospitality Insight: First-hand knowledge of the restaurant or hospitality industry, especially in a managerial or operational role.
- Technically Inclined: Familiarity with basic networking, scripting, or cloud architecture-and the ability to read code-is a strong asset in this role.
- Multilingual Advantage: Bilingual in French and/or Spanish-a strong asset for supporting diverse customer segments.
- Candidates must undergo a criminal records check upon hire;
- Be a Canadian Citizen (dual citizens included), or eligible to work in Canada;
- We do things the Solink way:
- Win with TEAM - No egos.
Skills
- This empowers teams to make data-driven decisions, enhance security, and improve operational efficiency.
Benefits
- Fully paid health & dental (no waiting period) + $500 health spending account.
- Wellness support: Monthly reimbursement for fitness, wellness, or mental health programs.
Company info
- Conduct Quarterly Business Reviews (QBRs) to align with customers on goals, product adoption, satisfaction, and opportunities to deepen engagement.
- Monitor adoption trends and user behavior to ensure customers are leveraging the platform effectively-and guide them toward best practices.
- Clear expectations, honest feedback, and no politics.
- 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.
- 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.
- 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.
Equal opportunity
- EQUAL OPPORTUNITY EMPLOYER.
- IF YOU REQUIRE ACCOMMODATION DURING THE SELECTION PROCESS, PLEASE LET US KNOW.
Visa & Work Authorization
- Be a Canadian Citizen (dual citizens included), or eligible to work in Canada;
This listing is sourced directly from Solink's careers page and normalized into a canonical job model.