{"id":3777045,"url":"https://alion.io/job/solink-customer-success-manager","title":"Customer Success Manager","company":{"id":7397,"name":"Solink","domain":"solink.com","url":"https://alion.io/company/solink","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":92,"open_postings":5,"ghost_share":0,"stale_share":0.2,"repost_share":0.2,"time_to_fill_p50_days":35,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":96769,"max":120000,"currency":"CAD","period":"year","gross":null,"usd_annual":85940},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-04T21:50:23Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-08T16:35:27Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Customer Success Manager\nLevel: P3\nLocation: Remote | Canada\nReports To: Manager, Customer Success\nType: Permanent | Full-Time\nAbout Solink\nAt 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.\nOur cloud-based platform integrates seamlessly with your existing cameras and systems, turning them into intelligent sensors that detect and interpret key moments. This empowers teams to make data-driven decisions, enhance security, and improve operational efficiency.\nTrusted by over 35,000 locations across 60+ countries - including brands like McDonald’s and JYSK - Solink delivers clarity when it counts. Our solutions help businesses reduce shrink, optimize performance, and respond proactively to potential threats.\nWe're growing rapidly, earning industry recognition, and scaling with purpose. We’ve been recognized by Deloitte’s Fast 50™ and Fast 500™, Business Intelligence Group, and as one of Ottawa’s Best Places to Work. And we’re just getting started!\nAbout the role\nSolink's AI Vision Intelligence Platform helps multi-location businesses in restaurant, retail, and service industries get more from their video. 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.\nAs a Customer Success Manager (Low Touch), you will keep a book of established customers engaged and growing. Monthly check-ins give every account regular contact, and digital and one-to-many programs extend your reach. Health signals and usage data show you where to focus, so your time goes to the customers who will benefit most.\nWhat you'll do\nRun monthly check-ins across your book. Use health signals and usage data to decide who gets a call, who gets an email, and who gets a resource.\n\nDrive smooth onboarding. Work with Sales to hand off new customers cleanly, set expectations, and build their confidence in the platform.\n\nGrow adoption. Track engagement and guide customers toward the best practices and features that match their business goals.\n\nProtect retention and find growth. Flag risk early, step in before small issues become churn, and identify expansion opportunities.\n\nHandle escalations with care. Respond quickly and professionally, and work with Support, Product, and other teams to resolve issues.\n\nBuild playbooks and programs. Contribute to playbooks, templates, and customer education (webinars, guides, email programs) that serve the whole segment, not one account at a time.\n\nSupport Sales when needed. Join technical pre-sales conversations to ensure a clean handoff and shared expectations.\n\nWhat you bring\n4+ years managing customer accounts in a SaaS environment, ideally with a high volume or scaled book\n\nStrong written and verbal communication, including the ability to explain technical topics simply\n\nA consultative approach: you connect customer outcomes to revenue growth and advocate for the customer\n\nComfort with data and prioritization: you can review a book of 100 accounts and know where to focus\n\nTechnical curiosity and quick learning. 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.\n\nNice to have\nExperience with video surveillance or security camera systems\n\nHands-on experience in restaurant, hospitality, retail and/or regulated environments\n\nFluency in French and/or Spanish\n\nCareer Archetype Role Expectations\nCareer archetypes represent the foundational behaviours and performance standards expected of every employee.\nAt Solink, career archetypes define the baseline for how we show up and create impact. They are not aspirational traits or optional strengths, they are the minimum standards required to operate successfully within our environment. These expectations ensure consistency in how we think, collaborate, execute, and raise the performance bar. If someone consistently does not meet these standards, they are not aligned with what it takes to thrive at Solink.\nThis is a P3 level role. At Solink, individuals at this level independently own initiatives from start to finish with minimal direction. They proactively solve problems, collaborate across functions, and prioritize their work based on business needs and expected impact.\nIn this role, you’ll be expected to:\nPropose, launch, and deliver initiatives aligned with team and company goals.\n\nInvestigate root causes, recommend thoughtful solutions, and resolve blockers with the right partners.\n\nPrioritize competing tasks and projects based on value, effort, timelines, and business impact.\n\nCommunicate progress and risks clearly, apply feedback, and support more junior colleagues through informal mentoring.\n\nSecurity Requirements\nCandidates must undergo a criminal records check upon hire;\n\nBe a Canadian Citizen (dual citizens included), or eligible to work in Canada;\n\nBe willing to comply with Solink’s own security policies and standards.\n\nCompensation\nThe on-target earnings range for this role is $96,769 - $120,000 CAD on an 80/20 split.\nWe determine compensation based on the experience, skills, and impact you bring to the role as identified during the interview process, and by what will be expected of you by day 90.\nFor this position, our goal is to hire candidates who are either Developing or Proficient.\nDeveloping: Foundational, relevant experience and skills, with the ability to build capability in the role through hands-on experience, coaching, and support.\n\nProficient: Demonstrated experience applying the core technical and behavioural skills required for the role, with the ability to work independently and consistently deliver against expectations.\n\nOur Values\nWe do things the Solink way:\nAct with URGENCY - Our customers move fast, so we do too.\n\nDeliver with QUALITY - We sweat the details and hold a high bar.\n\nWin with TEAM - No egos. Just outcomes, built together.\n\nLead with TRUST - We earn it through clarity, consistency, and care.\n\nThese aren’t just words-they shape how we hire, lead, and grow.\nWhy Solink?\nWe’re not just building tech - we’re building a place where great people do great work.\nClarity and trust: Where the role allows, we support flexibility in how and where work gets done - and we’re upfront about what’s required.\n\nMeaningful equity: Every full-time, permanent employee has a stake in our growth.\n\nComprehensive benefits: Fully paid health & dental (no waiting period) + $500 health spending account.\n\nWellness support: Monthly reimbursement for fitness, wellness, or mental health programs.\n\nGrowth through merit: Advancement is based on contribution, initiative, and the ability to raise the bar - together.\n\nCandid culture: Clear expectations, honest feedback, and no politics.\n\nSocial connection: From So-learns to Solink-o and So-lunches, we stay connected in ways that actually feel fun.\n\nWhat to Expect from the Hiring Process\nWe respect your time and value transparency. Here’s a general idea of what to expect:\nIntro call with our Talent Team\n\nInterview with the Hiring Manager\n\nRole-relevant task or case (if applicable)\n\nFinal interviews with cross-functional team members\n\nReference Checks\n\nOffer & onboarding\n\nPlease note: this is subject to change at any point in the recruitment process based on the needs of the business.\nHow to Apply\nSubmit your resume and a short cover letter via our [Careers Page]. Let us know what excites you about this role, and how you’d help move Solink forward.\nNOTICE: Solink uses artificial intelligence (AI) to screen, assess, and/or select candidates for this position.\n Solink is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive workplace. 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