Customer Success Manager – Tech Touch

Solink

Customer Success Manager responsible for designing scalable onboarding programs at Solink. Empowering customers to grow independently using cloud-based video security solutions.

Posted 6/29/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-Level💰 CA$73,881 - CA$81,250 per yearWebsite

About the role

Key responsibilities & impact

Build Scalable Onboarding Experiences: Design and maintain high-quality onboarding programs that help customers get up and running without requiring a dedicated CSM.
Contribute to a Shared Book of Business (Digitally): Engage primarily through scaled channels (shared inbox, automated touchpoints).
Develop and Maintain Customer Resources: Create and iterate on playbooks, help center content, and onboarding checklists.
Build and Manage Automations: Identify opportunities to replace manual outreach with smart, triggered workflows.
Monitor Customer Health at Scale: Track adoption signals and engagement data across your segment.
Drive Retention and Expansion Programmatically: Contribute to retention and upsell outcomes through well-timed, relevant digital touchpoints.
Run Scaled Customer Programs: Plan and execute recurring programs such as webinars and product updates.
Collaborate Cross-Functionally: Work closely with Marketing, Product, and High Touch CS teams.
Measure and Improve: Define success metrics for the programs you own and iterate based on data and feedback.
Support Pre-Sales When Needed: Occasionally assist the Sales team with questions about onboarding expectations.

Requirements

What you’ll need

2+ Years in a Customer-Facing SaaS Role: You have experience in Customer Success, Account Management, or a related field at a SaaS company.
Builder Mentality: You don't just respond to problems; you build systems to prevent them.
Strong Written Communicator: Your written communication is clear, warm, and efficient.
Data-Driven: You're comfortable working with customer health data, adoption metrics, and engagement signals.
Technically Curious: You pick up new tools and platforms quickly.
Project Management Skills: You can scope, plan, and execute medium-to-large projects independently.
Collaborative and Coachable: You thrive in a team environment and actively seek feedback.

Benefits

Comp & perks

Fully paid health & dental (no waiting period) + $500 health spending account.
Monthly reimbursement for fitness, wellness, or mental health programs.
Meaningful equity: Every full-time, permanent employee has a stake in our growth.
Growth through merit: Advancement is based on contribution, initiative, and the ability to raise the bar - together.
Candid culture: Clear expectations, honest feedback, and no politics.
Social connection: From So-learns to Solink-o and So-lunches, we stay connected in ways that actually feel fun.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Onboarding Program DesignCustomer Health MonitoringAutomation ManagementEngagement Metrics AnalysisPlaybook Development

Soft Skills

CollaborativeCoachableBuilder Mentality