Team Lead, Customer Success

TEAM LEAD, 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…

The Team Lead, Customer Success will help us establish productive and trusted relationships with some of North America’s most recognizable brands in the restaurant, retail, and service industries.

You will lead and help manage a team of customer success managers who are responsible for customer relationships. You will act as an  advocate for our customers while helping 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.

WHO YOU ARE:

• Previous experience leading a team of customer success professionals

• Revenue-motivated but has a consultative approach

• Knowledgeable technically and ability to learn quickly

• Highly relationship-driven and work for the long term

• Proactive and sensitive to customer needs

• Understanding of SaaS technology and a willingness to become an expert on our product to help drive customer adoption

• Experienced in account management in a SaaS industry

• Customer-focused; demonstrates a desire to proactively help and serve customer's needs

• Collaborative and team-focused: works with others to deliver results, meaningfully contributing to the team and prioritizing team needs

• You roll up your sleeves and help when needed

• Strong leadership quality with a track record for success

• Any experience/knowledge with security camera systems, networking, simple scripting, ability to read code, and general SaaS cloud architecture are all assets for this role.

• Additional language skills are an asset (French, Spanish)
  
  

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.

WHAT WILL YOU DO?

Leadership & Team Management

• Lead, mentor, and coach a team of CSMs to drive customer retention and expansion.

• Set performance expectations, track team KPIs, and provide ongoing feedback and training.

• Foster a customer-centric culture and advocate for best practices in customer success.

• Support hiring, onboarding, and professional development of new CSMs.

Customer Engagement & Retention

• Oversee customer lifecycle management, ensuring accounts are proactively managed to drive adoption and reduce churn.

• Develop and implement strategies for improving customer satisfaction, retention, and Net Promoter Score (NPS).

• Act as an escalation point for accounts or at-risk customers, working to resolve challenges and ensure continued success.

• Conduct periodic business reviews (QBRs/EBRs) with key accounts to drive engagement and value realization.

Operational Excellence & Process Improvement

• Develop and refine customer success playbooks, processes, and automation to improve efficiency and scalability.

• Monitor customer health scores, churn risk indicators, and expansion opportunities using data-driven insights.

• Collaborate with internal teams (Product, Sales, Support, Marketing) to ensure a seamless customer experience.

• Drive initiatives to improve product adoption, onboarding, and overall customer experience.

Revenue Growth & Expansion

• Identify upsell and cross-sell opportunities, partnering with Sales to drive revenue expansion.

• Work closely with customers to align Solink’s solutions with their business objectives.

• Ensure CSMs are equipped to position value-added services and features effectively.

Reporting & Insights

• Track and analyze key customer success metrics, providing leadership with actionable insights.

• Report on customer health, retention trends, and team performance.

• Use data to identify areas for improvement in customer engagement and account management.

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.