Customer Success Manager
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Job Description
Customer Success Manager at Solink building relationships and driving growth for high touch accounts in SaaS. Manage onboarding and advocate for client success through product engagement and strategic conversations.
Responsibilities:
- Own a Book of Business: Serve as the trusted advisor for your portfolio of high touch accounts.
- Drive Seamless Onboarding: Partner closely with Sales and project management teams to onboard new customers.
- Lead Strategic Conversations: Conduct Quarterly Business Reviews (QBRs) with customers.
- Maximize Retention & Growth: Monitor health signals to drive retention, upsell, and advocacy within your accounts.
- Manage Escalations with Care: Respond to client issues and maintain trust.
- Track Product Engagement: Monitor adoption trends and user behavior.
- Deliver Exceptional Service: Turn satisfied customers into loyal advocates.
- Build Industry Expertise: Continuously grow your understanding of industry verticals.
- Create & Share Best Practices: Develop and maintain playbooks for different industries.
- Strengthen Customer Networks: Engage champions across your customer base.
Requirements:
- 5+ years of experience managing customer accounts and developing strong client relationships in a SaaS environment.
- Excellent communication skills—written, spoken, and read.
- A consultative approach to account growth, aligning customer success, revenue protection and revenue expansion.
- Ability to learn new platforms and tools quickly.
- Familiarity with basic networking, scripting, or cloud architecture—and the ability to read code is a strong asset.
- Experience or familiarity with video surveillance systems or security camera setups is a nice-to-have.
- First-hand knowledge of the restaurant or hospitality industry, especially in a managerial or operational role is a nice-to-have.
- Bilingual in French and/or Spanish is a strong asset.
Benefits:
- 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.
- Advancement is based on contribution, initiative, and the ability to raise the bar - together.
- Clear expectations, honest feedback, and no politics.
- From So-learns to Solink-o and So-lunches, we stay connected in ways that actually feel fun.
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