Customer Success Manager - Smb

First, What We’re Actually DoingFours (formerly Suger.Io) helps revenue teams sell more effectively by simplifying the workflows required to buy and sell through cloud marketplaces. We make it easier for our customers to transact, manage, and grow deals across AWS, Azure, Google Cloud, Alibaba, Oracle and Snowflake, creating a smoother buying experience for their customers. We’ve grown quickly by becoming the end-to-end orchestration system for the fastest growing sales channel (B2B Cloud Marketplaces) leveraging AI and integrations with core systems.Today, we’re working ~300 amazing customers, ranging from enterprises like Snowflake, Workday, Intel to the top AI-native companies like the main AI labs, Decagon, Glean, etc.In Vancouver, we're currently located in Gastown at 321 Water St. Our team members in Vancouver are on a
hybrid model (4 days per week in office, with Wednesdays remote).Role Overview
We're hiring an SMB Customer Success Manager (Eastern Time) to join our growing CS team. You'll own a book of approximately 50–70 SMB accounts (up to $25K ARR per account, totaling 1M+ ARR), guiding customers through onboarding and driving adoption, engagement, and retention across the full customer lifecycle.This is a full-cycle role - you run kickoff calls, handle day-to-day support, and build long‑term customer relationships. You'll be part of our scaled success motion: ~80% async communication (Slack responses, documentation) with targeted calls for high‑impact moments.What You’ll Own (for real)
Account Ownership
Own a book of ~50–70 SMB accounts from kickoff through renewalBe the primary point of contact for your accounts via Slack and our customer ticketing systemDrive customer health, adoption, and retention across your book of businessIdentify upsell and expansion opportunities;
proactively flag at‑risk accounts
Ongoing Support & Success
Serve as first responder for all inbound customer questions via Slack and our customer ticketing systemTriage issues — resolve directly, loop in Product Support for bugs, or create Solutions Engineering requests in ClickUpProactively introduce customers to new platform capabilities: funding portals, partner scoring, pipeline digests, automationsFacilitate renewals and manage the renewal process in coordination with Account ManagementMaintain detailed account notes and health tracking in our customer ticketing system
Knowledge Management & Scaled CS
Contribute to internal documentation, playbooks, and help center contentRespond to async customer questions with clear, thorough written guidanceParticipate in team syncs, CS biweeklies, and product feedback sessions
Who We’re Looking For
3+ years in Customer Success, Account Management, or Technical Support — ideally in SaaS or cloudStrong organizational skills — ability to manage 50–70 accounts simultaneouslyComfortable in a Slack-heavy, async‑first, fast‑paced startup environmentSelf‑starter who takes ownership without heavy oversightHigh attention to detail and a customer‑first mindsetAvailable to work between 9am - 5pm Eastern TimeNice to Have
Experience with cloud marketplaces: AWS Marketplace, Google Cloud Marketplace, or Azure MarketplaceFamiliarity with ClickUp, Salesforce, HubSpot, or similar CS/CRM toolsBackground in technical implementations, product onboarding, or solutions engineeringPrior experience at an early‑stage startup or high‑growth SaaS companyWhy Join Us
Base Salary:
$80,000 - $110,000 CADOwn the full customer lifecycle: your accounts, your relationships, your results.Build something different: our mission is to bring a consumer‑grade experience to B2B sales.Fast‑growing team: ~70 people with hubs in SF and Vancouver.Work with a seriously strong team: people who’ve built at scale at Google, Meta, Salesforce, and Confluent, alongside high‑growth startups like Workstream, Motive, and Square.Well‑funded with plenty of runway: backed by leading VCs and positioned to keep building.Competitive comp + meaningful equity: we want you to have real upside in what you’re helping build.We are a fast‑moving flat org and avoid hierarchical structures.
#J-18808-Ljbffr