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Salary: CAD 90,000 - 110,000 / annual
Suger is a B2B SaaS platform that helps revenue teams sell more effectively by simplifying workflows for buying and selling through cloud marketplaces (AWS, Azure, Google Cloud, Alibaba, Oracle, Snowflake). The company works with ~300 customers ranging from enterprises like Snowflake and Workday to AI-native companies, and has grown by becoming the end-to-end orchestration system for B2B Cloud Marketplaces.
You will join the Customer Success team as an SMB Customer Success Manager, owning a book of approximately 50–70 SMB accounts (up to $25K ARR per account, totaling 1M+ ARR). This is a full-cycle role where you guide customers through onboarding and drive adoption, engagement, and retention across the entire customer lifecycle.
Key responsibilities include:
**Account Ownership:** Own your book of 50–70 SMB accounts from kickoff through renewal. Serve as the primary point of contact via Slack and the customer ticketing system. Drive customer health, adoption, and retention. Identify upsell and expansion opportunities and proactively flag at-risk accounts.
**Implementation & Onboarding:** Lead end-to-end customer onboarding with an average 30-day implementation timeline. Configure marketplace listings across AWS, GCP, and Azure. Set up co-sell workflows, CRM integrations (HubSpot, Salesforce), private offers (CPPO, RPOP), and automations. Conduct 4–5 customer calls per day for kickoffs, check-ins, product walkthroughs, and troubleshooting. Deliver training sessions to onboard customer teams on new features and workflows.
**Ongoing Support & Success:** Serve as first responder for all inbound customer questions via Slack and ticketing system. Triage issues—resolve directly, loop in Product Support for bugs, or create Solutions Engineering requests in ClickUp. Proactively introduce customers to new platform capabilities. Facilitate renewals in coordination with Account Management. Maintain detailed account notes and health tracking.
**Knowledge Management & Scaled CS:** Contribute to internal documentation, playbooks, and help center content. Respond to async customer questions with clear written guidance. Participate in team syncs, CS biweeklies, and product feedback sessions.
The role operates in a scaled success motion with ~80% async communication (Slack, documentation) and targeted calls for high-impact moments. You'll work in a fast-moving, flat organization with hubs in SF and Vancouver.
**Requirements:**
- 2+ years in Customer Success, Account Management, or Technical Support (ideally in SaaS or cloud)
- Excellent written and verbal English communication skills
- Strong organizational skills to manage 50–70 accounts simultaneously
- Comfortable in a Slack-heavy, async-first, fast-paced startup environment
- Self-starter who takes ownership without heavy oversight
- High attention to detail and customer-first mindset
- Available to work 9am–5pm Eastern Time
**Nice to Have:**
- Experience with cloud marketplaces (AWS Marketplace, Google Cloud Marketplace, Azure Marketplace)
- Familiarity with ClickUp, Salesforce, HubSpot, or similar CS/CRM tools
- Background in technical implementations, product onboarding, or solutions engineering
- Prior experience at an early-stage startup or high-growth SaaS company
