Solink
Customer Success Manager, Tech Touch
Canada · Full-time
Work authorization requiredDetected 1 day ago
HubSpotSalesAccount ManagementCustomer SuccessCommunication
About 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.
Responsibilities
- 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.
- 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.
- Work closely with Marketing, Product, and High Touch CS to ensure the content and automations you build reflect current product capabilities and customer needs.
- WE'RE COMMITTED TO BUILDING A DIVERSE AND INCLUSIVE WORKPLACE.
Requirements
- You have a track record of creating resources, programs, or automations that improved the customer experience and reduced manual effort.
- You can translate complex product functionality into simple, actionable guidance that works for a broad audience.
- 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.
- Growth through merit: Advancement is based on contribution, initiative, and the ability to raise the bar - together.
- 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.
- 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.
- 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.
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
- Clear expectations, honest feedback, and no politics.
- 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.
- 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.
- 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.
- Create and iterate on playbooks, help center content, video walkthroughs, and onboarding checklists that empower customers to become self-sufficient in 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.