Customer Success Manager
SolinkCustomer Success Manager
Location: United Kingdom | Remote
Department: Customer Success
Reports To: 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 are actively looking for a Customer Success Manager to help us establish productive and trusted relationships with our global customer base in the retail, restaurant and service industries. You will help manage the customer relationship and be the advocate for our customers to help them realize business value from their investment and partnership with Solink through their effective use of the Solink product. As a customer-centric company, the relationships and trust we build between the client and Solink is a critical indicator of success.
What You’ll Do
Work directly with the overall go-to-market team to successfully onboard, educate and ensure value delivery for new & existing customers.
OWNING your own book of business, you will be the trusted advisor to multiple people in an account and internally.
Conduct Quarterly Business Reviews (QBRs) to align on business priorities, product roadmap, customer satisfaction, product adoption and best practices.
Help drive retention and expansion opportunities within your book of business.
Manage escalations from clients quickly and effectively.
Monitor product adoption and engagement.
Provide an EXCEPTIONAL level of service that turns customers into advocates.
Continue to build an in-depth knowledge database about the various industries we serve, within the Solink platform.
Create, collect, update, and share best practices, via playbooks, for the various types of industries we have customers in.
Assist in building relationships with a network of Solinkians within the account.
Teach clients to be self-sufficient in the product and influence the adoption of the product.
Assist in pre-sales activity when necessary to help drive quick value and adoption for the customer.
What You Bring
Must-Have:
You have 3-5 years of previous work experience in Customer Success/Account Management and/or developing customer relationships in the SaaS industry.
You have a proven track record of running effective account plan strategies, effectively setting and managing executive client stakeholder expectations
You are considered to have a high level of emotional intelligence
You have EXCELLENT communication skills in English (written, read, spoken).
You are revenue-motivated using a consultative approach.
You have the ability to learn new platforms and software quickly.
You are highly relationship-driven, always advocating for your customer's best interest.
You are proactive and empathetic to customer needs.
You have an understanding of SaaS technology and a willingness to become an expert on our product to help drive customer adoption.
You are customer-focused and demonstrate a desire to proactively help and serve customers' needs.
You are collaborative and team-focused: work with others to deliver results, meaningfully contributing to the team and prioritizing team needs.
You take advantage of coaching opportunities from leaders and other team members.
You take initiative and see your ideas/projects from inception through to completion.
Nice-to-Have:
You are technically savvy: networking, simple scripting, the ability to read code, and general SaaS cloud architecture are all assets for this role.
Working knowledge of Asset Protection, security or Loss Prevention.
You have any experience/knowledge with security camera systems.
You have experience in the hospitality or retail industry.
Multi-lingual proficiency (e.g., French, German, Spanish, Italian, Arabic, Russian).
Security Requirements
Candidates must undergo a criminal records check upon hire;
Be a British Citizen, or eligible to work in the United Kingdom.
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: A stellar benefits package, ensuring you're fully supported with anything you need.
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 a general idea of what to expect:
Introduction call with our Talent Team (45 Minutes)
Interview with the Hiring Manager (60 Minutes)
Final Panel Interview (60 Minutes)
Offer & Onboarding 🎉
Please note: this is subject to change at any point in the recruitment process based on the needs of the business.
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.