Customer Success Manager Location: Ottawa, ON or Toronto, ON | Remote or Hybrid Department: Customer Success Reports To: Matt Brown, VP, Customer Success Type: Permanent | Full-Time 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. This empowers teams to make data-driven decisions, enhance security, and improve operational efficiency.

Our solutions help businesses reduce shrink, optimize performance, and respond proactively to potential threats. We’ve been recognized by Deloitte’s Rapid 50™ and Fast 500™, Business Intelligence Group, and as one of Ottawa’s Best Places to Work. 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.

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.

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.

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.

Conduct Quarterly Business

Reviews (QBRs) to align with customers on goals, product adoption, satisfaction, and opportunities to deepen engagement.

Maximize Retention & Growth: Monitor health signals, identify expansion opportunities, and proactively mitigate risk—helping to drive retention, upsell, and advocacy within your accounts.

Manage Escalations with Care: Respond to client issues promptly and professionally,



collaborating with internal teams to resolve concerns and maintain trust.

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. Continuously grow your understanding of the verticals Solink serves—translating insights into relevant recommendations, onboarding strategies, and customer education. 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. Empower customers to become self-sufficient in the Solink platform by delivering proactive education, guidance, and support.

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.

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.

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. 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.

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.

Technically Inclined: Familiarity with basic networking, scripting, or cloud architecture—and the ability to read code—is a strong asset in this role.

Experience or familiarity with video surveillance systems or security camera setups. 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; Be willing to comply with Solink’s own security policies and standards.

Act with URGENCY – Our customers move fast, so we do too. Deliver with QUALITY – We sweat the details and hold a high bar. These aren’t just words—they shape how we hire, lead, and grow. We’re not just building tech - we’re building a place where great people do great work.

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. Fully paid health & dental (no waiting period) + $500 health spending account.

Wellness support : Social connection : Interview with the Hiring Manager # Please note: this is subject to change at any point in the recruitment process based on the needs of the business. Let us know what excites you about this role, and how you’d help move Solink forward. Solink uses artificial intelligence (AI) to screen, assess, and/or select candidates for this position. We’re committed to building a diverse and inclusive workplace.

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