Customer Success Manager, Tech Touch

New

SolinkSecurity Technology

Canada | RemoteFull-TimeMiddle

SalaryCA$73,881 - CA$81,250

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Job Details

Experience: 2+ Years in a Customer-Facing SaaS Role
Required Skills: Project ManagementData AnalysisSalesforceCustomer SuccessSaaSHubSpot

2+ years of experience in a customer-facing SaaS role (Customer Success, Account Management).
Strong builder mentality with a track record of creating systems, programs, or automations.
Excellent written communication skills with the ability to translate complex functionality into simple guidance.
Data-driven approach to prioritizing efforts and measuring program impact.
Technical curiosity with experience in CS or automation platforms (e.g., Gainsight, Salesforce, Docebo).
Strong project management skills to scope and execute medium-to-large projects.
Collaborative mindset with the ability to provide and receive constructive feedback.
Experience in scaled or digital CS is an asset.
Familiarity with security tech or the hospitality industry is a plus.
Proficiency with AI tools for content creation and workflow streamlining is a plus.

Design and maintain high-quality onboarding programs such as email sequences, in-app guides, and webinars.
Contribute to a shared book of business through digital engagement channels like shared inboxes and automated touchpoints.
Create and iterate on playbooks, help center content, and video walkthroughs to enable customer self-sufficiency.
Build and manage automated workflows for health score alerts, milestone nudges, and renewal reminders.
Monitor customer health data and adoption signals to proactively identify and mitigate at-risk accounts.
Drive retention and expansion outcomes through structured digital engagement programs.
Measure program performance using customer success metrics and iterate based on data and feedback.

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