Manager of Customer Success

Solink is a different kind of data analytics software company. We've successfully made video security a source of powerful insight for business owners of franchise and retail chains. We focus on security applications that combat fraud proactively and make it easier for owners to track down problems. Today we focus on loss prevention and in the future, we see every department using video to make data-driven decisions: marketing, operations, and even HR.

A job at Solink means working with an amazing team and tackling one of the biggest data problems out there. We are venture-backed and focus on continuous execution to delight our customers. We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company.

A bit about the role…

As the Manager of Customer Success, you will lead a team of Customer Success Managers (CSMs) to deliver an exceptional customer experience, drive customer outcomes through the use of Solink’s solutions, and ensure long-term customer retention and satisfaction. Acting as a strategic partner and coach, you will foster your team’s growth while aligning their efforts with company objectives to maximize value for our customers. You will serve as the voice of the customer within Solink, helping drive company growth and continuous improvement.

WHO YOU ARE:

• You have 4+ years of experience leading customer-facing teams, with a strong ability to mentor and develop high-performing individuals.

• You have a proven ability to manage influence through persuasion, negotiation, and consensus-building.

• Ideally, you bring a combined background of post-sale and sales experience.

• You have successfully delivered value to complex enterprise customers with large employee bases.

• You exhibit strong empathy for customers while also possessing a passion for revenue and growth.

• You deeply understand value drivers in recurring revenue business models.

• You possess an analytical and process-oriented mindset, with a demonstrated desire for continuous learning and improvement.

• You are an enthusiastic and creative leader who can inspire others.

• You have excellent communication and presentation skills.

SECURITY REQUIREMENTS:

• Candidates must undergo a criminal records check upon hire;

• Must be eligible to work in Canada;

• Be willing to comply with Solink’s own security policies and standards.

WHAT WILL YOU DO?

Team Leadership:

• Manage, mentor, and develop a team of Customer Success Managers, fostering a culture of accountability, collaboration, and excellence.

• Set clear performance goals and provide ongoing feedback, training, and support to ensure individual and team success.

Customer Success Strategy:

• Drive the execution of Customer Success initiatives to increase customer satisfaction, product adoption, and retention.

• Develop and monitor KPIs to track team and customer success performance, delivering insights and improvements where needed.

Customer Advocacy:

• Act as an escalation point for customers, ensuring timely resolution of complex issues.

• Collaborate cross-functionally with Sales, Product, Support, and other teams to advocate for customer needs and improve the overall customer journey.

Operational Efficiency:

• Implement and optimize processes, tools, and systems to enable scalable and efficient customer success delivery.

• Lead team meetings, performance reviews, and resource planning to ensure alignment with company goals.

Customer Engagement:

• Support the team in building strong relationships with key customer stakeholders, aligning customer objectives with Solink’s solutions.

• Oversee customer health metrics and proactively identify opportunities for growth or risk mitigation.

WHAT IS SOLINK?

Solink is transforming conventional data into ‘smart’ data. Solink connects and synchronizes brick-and-mortar business systems like video + Point of Sale data, to create insight into loss prevention, security, and operations issues. We find new and powerful ways for businesses to get real value from the data and footage created daily by their standard systems.

We’re one of Ottawa’s fastest-growing companies. We're not just a tech and security company - we are rapidly evolving the way that we use and think about video security, data analytics, and technology. We're enhancing the status quo to positively impact clients and customers' businesses.

We’re on a steep growth trajectory, which means lots to do, lots to learn, and lots to experience! What an exciting adventure ahead - and our Solinkians make the greatest travel companions…

Solink thrives because of our team; we know that in our business and in our daily work, people make all the difference. We’re looking for people who are driven by curiosity, hungry to innovate, and striving to make an impact.

WHY WORK AT SOLINK?

Working with us means you’ll be working for a company that values your input and allows you to bring your ideas to life. We offer a collaborative, creative, supportive work environment with a culture that is undeniably fun…

All that - PLUS we offer…..

• Flexibility in your chosen hours of work by helping you get "stuff" done (encourages that work-life balance);

• Opportunities for growth based on merit, skill, and initiative;

• Friendly, welcoming, and team-oriented atmosphere that fosters collaboration;

• A creative and innovative environment that mentors supports, motivates, and inspires you to make an impact;

• Interesting and exciting assignments ranging in size, type, and complexity;

• An “open-door” policy where communication and brainstorming are encouraged;

• A really positive and fun environment working with an incredibly ENERGETIC team;

• Fully paid Health / dental benefits offered immediately (an additional $500 spending account for items that aren’t covered in our AMAZING benefits program);

• Monthly reimbursement toward a health and wellness program;

• Extracurricular SOLINKIAN social events (annual “solink-o de mayo”, so-learns, sports teams, so-lunches, team builders, and much more)

• Please note: We currently operate within a hybrid model.

Solink welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you need accommodations, please email peopleops@SolinkCorp.com.

We know that everyone has different experiences and that’s what makes all of us so unique. Solink is an Equal Opportunity Employer. We’re looking at building our team of great people and we know that comes in various forms. We are committed to a diverse and representative workforce, and an open and inclusive work environment and we encourage all candidates with interest to apply. We will provide accommodation on request through all parts of the selection process.

HOW TO APPLY?

Please submit your cover letter and resume addressed to JarJar Binx outlining why you would be the right fit for this position.