Customer Success Manager

SolinkVideo security SaaS

Remote | CanadaFull-TimeManager

SalaryThe on-target earnings range for this role is $96,769 - $120,000 CAD on an 80/20 split. Offers Equity. Offers Bonus.

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Job Details

Have 4+ years managing customer accounts in a SaaS environment.
Bring experience managing a high-volume or scaled customer book, ideally.
Communicate technical topics clearly in writing and verbally.
Take a consultative approach by connecting customer outcomes to revenue growth and advocating for customers.
Use data to prioritize a book of accounts, including a book of 100 accounts.
Show technical curiosity and the ability to learn platforms and tools quickly.
Be willing to undergo a criminal records check upon hire.
Comply with Solink’s security policies and standards.
Experience with video surveillance or security camera systems is a nice to have.
Hands-on experience in restaurant, hospitality, retail, and/or regulated environments is a nice to have.
Fluency in French and/or Spanish is a nice to have.

Run monthly check-ins across a book of established customers.
Use health signals and usage data to prioritize calls, emails, and resources.
Coordinate with Sales on customer handoffs, expectations, and onboarding.
Track engagement and guide customers toward relevant best practices and product features.
Flag customer risk early, address issues before churn, and identify expansion opportunities.
Respond to escalations and work with Support, Product, and other teams to resolve issues.
Contribute to playbooks, templates, webinars, guides, and email programs for the customer segment.
Join technical pre-sales conversations when needed to support a clean handoff and shared expectations.

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