Customer Success Manager – SMB

🔥 5 minutes ago

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Suger

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

🔌 API

🤝 B2B

☁️ SaaS

💰 $2.5M Seed Round on 2023-11

API • B2B • SaaS

Suger is a comprehensive platform designed to streamline transactions and operations in the cloud marketplace environment. It allows businesses to easily list, transact, and co-sell their offerings on platforms such as AWS, Azure, and GCP, all from a single interface. Suger provides powerful features, including metering and billing, offer management, and integration with existing sales tools, empowering companies to optimize their cloud sales processes and enhance revenue generation.

📋 Description

• Own a book of ~40–50 SMB accounts from kickoff through renewal • Be the primary point of contact for your accounts via Slack and our customer ticketing system • Drive customer health, adoption, and retention across your book of business • Identify upsell and expansion opportunities; proactively flag at-risk accounts • Lead customer onboarding end-to-end (average 30-day implementation timeline) • Configure marketplace listings across AWS, GCP, and Azure Marketplace • Set up co-sell workflows, CRM integrations (HubSpot, Salesforce), private offers (CPPO, RPOP), and automations • Conduct 4–5 customer calls per day — kickoffs, check-ins, product walkthroughs, and troubleshooting sessions • Deliver 101 training sessions to onboard customer teams on new features and workflows • Serve as first responder for all inbound customer questions via Slack and our customer 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: funding portals, partner scoring, pipeline digests, automations • Facilitate renewals and manage the renewal process in coordination with Account Management • Maintain detailed account notes, implementation steps, and health tracking in our customer ticketing system • Contribute to internal documentation, playbooks, and help center content • Respond to async customer questions with clear, thorough written guidance • Participate in team syncs, CS biweeklies, and product feedback sessions

🎯 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 — ability to manage 40–50 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 a customer-first mindset • Available to work the US overlap shift: 11pm–8am PHT (7am–4pm PST)

🏖️ Benefits

• High-performing CS team at a fast-growing cloud marketplace company backed by leading VCs • Full-cycle ownership - your accounts, your relationships, your results • Our mission is to bring a consumer experience to B2B sales. • Top-notch team - You'll work with an awesome bought-in team, who have both built large-scale enterprise SaaS products at top companies (e.g. Google, Meta, Salesforce, Confluent), and high-growth startups (e.g. Workstream, Motive, Square). • Well-funded / long runway • We are a fast-moving flat org and avoid hierarchical structures.