Job Opportunities API

CUSTOMER SUCCESS MANAGER, TECH TOUCH  Location: Canada | Remote Department: Customer Success Reports To: Dustin Bromley, Team Lead, Tech Touch https://www.linkedin.com/in/dustinbromley/ Type: Permanent | Full-Time ABOUT SOLINK 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. Our 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. Trusted by over 30,000 locations across 32+ 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. We'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! 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. You will design and maintain the programs, automations, and resources that allow customers to onboard, adopt, and grow independently. You and the team will share a pooled book of smaller ARR accounts, but your real leverage comes from the scalable experiences you create, not from the volume of calls you take. If you get excited about turning a one-off customer conversation into a reusable playbook, or identifying a retention risk signal and building an automated response to it, this role is for you. WHAT YOU’LL DO - 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. - Contribute to a Shared Book of Business (Digitally): Engage primarily through scaled channels (shared inbox, automated touchpoints, group webinars) while jumping into 1:1 conversations when it counts. - 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. - Build and Manage Automations: Identify opportunities to replace manual outreach with smart, triggered workflows (health score alerts, milestone nudges, renewal reminders, and re-engagement campaigns) using tools like HubSpot, Gainsight, or similar. - Monitor Customer Health at Scale: Track adoption signals, login trends, and engagement data across your segment to proactively identify at-risk accounts and trigger the right intervention, whether automated or human. - 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. - Run Scaled Customer Programs: Plan and execute recurring programs such as onboarding webinars, product update communications, and customer education series for your segment. - 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