Scaled Customer Success Manager (SCSM)
Location: Canada | Remote or Hybrid
Department: Customer Success
Department Leader: Matt Brown, VP of Customer Success
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’re looking for a Scaled Customer Success Manager (SCSM) who is deeply committed to helping customers thrive—both through personalized relationship management and impactful, scalable digital engagement.
In this role, you will be responsible for two key areas. First, you will manage a portfolio of customers, driving product adoption, measurable outcomes, and long-term loyalty through proactive, digital-first communication. Second, you will design and implement digital customer success programs that combine automation and personalization to effectively engage a broader customer base.
This position is ideal for someone who values meaningful one-to-one relationships, yet also brings experience in developing one-to-many digital strategies that scale customer success across a diverse and growing portfolio.
What You’ll Do
Own a Scaled Book of Business: Manage your own portfolio of small business accounts using a 1-to-many approach, delivering value through scalable, proactive touchpoints.
Automate with Impact: Execute lifecycle campaigns through tools like HubSpot and Gainsight to deliver onboarding flows, feature education, and timely nudges that drive retention and expansion.
Monitor and Act on Signals: Use engagement dashboards to identify low adoption, churn risks, or upsell opportunities—triggering outreach or automated playbooks based on set thresholds.
Create Self-Service Resources: Develop and maintain scalable customer-facing content like guides, FAQs, webinars, and email templates to support education and reduce support load.
Host One-to-Many Programs: Plan and run segment-specific webinars, AMAs, or office hours—both live and pre-recorded—to deepen product understanding and foster engagement at scale.
Optimize Workflows: Partner with CS Ops to refine automation logic, improve customer segmentation, and integrate new data sources to enhance program effectiveness.
Engage Digitally (and Personally): Provide guidance via chat, community, or group emails—while being available for 1:1 interactions when needed to drive outcomes and retain high-value accounts.
Champion the Voice of the Customer: Track recurring questions, feedback, or pain points and surface these insights to Product and CS leadership to inform roadmaps, messaging, and strategy.
Balance Scale with Empathy: Build and run programs that deliver a personalized customer experience—leveraging automation and content without losing the human touch.
What You Bring
Customer-Centric Professional: You bring 3–5+ years of experience in Customer Success, Account Management, or Lifecycle Marketing within a SaaS environment. You know how to nurture relationships that lead to retention and growth.
Portfolio & Growth Driver: You’ve successfully managed a book of business and have a proven track record of securing renewals and driving expansions through proactive engagement.
Tech-Enabled Operator: You’ve used Customer Success platforms like Gainsight, and you’re comfortable working with marketing and CRM tools such as HubSpot, Salesforce, and Intercom.
Data-Informed Thinker: You know how to interpret customer data and use it to inform strategy, personalize engagement, and spot opportunities or risks early.
Process-Builder with a Personal Touch: You can scale systems and workflows without losing sight of the customer experience. You balance automation with human empathy.
Strong Communicator & Collaborator: You’re an excellent written and verbal communicator, skilled at managing projects, and effective in cross-functional collaboration.
AI & Automation Fluent: You embrace modern tools, including AI and digital content, to enhance the customer journey without compromising authenticity.
Security Requirements
Candidates must undergo a criminal records check upon hire;
Be a Canadian Citizen (dual citizens included), or eligible to work in Canada;
Be willing to comply with Solink’s own security policies and standards.
Our Values
We do things the Solink way:
Act with URGENCY – Our customers move fast, so we do too.
Deliver with QUALITY – We sweat the details and hold a high bar.
Win with TEAM – No egos. Just outcomes, built together.
Lead with TRUST – We earn it through clarity, consistency, and care.
These aren’t just words—they shape how we hire, lead, and grow.
Why Solink?
We’re not just building tech - we’re building a place where great people do great work.
Clarity and trust: Where the role allows, we support flexibility in how and where work gets done - and we’re upfront about what’s required.
Meaningful equity: Every full-time, permanent employee has a stake in our growth.
Comprehensive benefits: Fully paid health & dental (no waiting period) + $500 health spending account.
Wellness support: Monthly reimbursement for fitness, wellness, or mental health programs.
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.
What to Expect from the Hiring Process
We respect your time and value transparency. Here’s what to expect:
Intro call with our Talent Team (30-45 minutes)
Interview with VP and TL of Success (45-60 minutes)
Practical Assessment Interview (~60 minutes)
Offer & onboarding 🎉
How to Apply
Submit 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.
