Customer Success Manager - Enterprise

Job description

**First, What We’re Actually Doing** Suger 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. This position will be on a hybrid model, 4 days per week in our Vancouver office at 321 Water St. ### Role Overview We're hiring an Enterprise Customer Success Manager to join our growing CS team. You'll own a portfolio of strategic enterprise accounts, serving as the primary point of contact and driving onboarding, adoption, engagement, and retention across the full customer lifecycle. This is a full-cycle role — you'll lead kickoff calls, manage implementations, partner closely with customers on their goals and use cases, handle day-to-day needs, and build long-term relationships with key stakeholders. You'll work closely with Sales, Product, and Engineering to ensure customers are successful and identify opportunities to expand their use of Suger. You'll play a critical role in shaping our enterprise CS motion, balancing high-touch customer engagement with scalable processes and proactive account management. ### What You'll Own - **Account Ownership** - Own a book of Enterprise 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 - **Ongoing Support & Success** - 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 - **Knowledge Management & Scaled CS** - 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 ### Who We’re Looking For - 3+ years in Customer Success, Account Management, or a related customer-facing role — ideally in B2B SaaS or cloud - Experience managing enterprise customers and building relationships with multiple stakeholders - Excellent written and verbal English communication skills - Strong organizational and project management skills — able to manage complex customer relationships and implementations simultaneously - Proactive and strategic in identifying customer needs, risks, and opportunities before they become issues - Comfortable working cross-functionally with Sales, Product, and Engineering to solve customer needs ### Why join us - Our salary range: CAD $100,000 - 120,000/year, depending on experience - Competitive compensation and equity plan. - Monthly office stipends for lunch and commute-related benefits - Full healthcare benefits - extended health care, dental, vision, and life insurance - High ownership and visibility across the company - Work closely with experienced startup operators and leadership - Top-notch team - You'll work with other top-tier talent, who have built large-scale enterprise SaaS products at top companies like Google, Meta, Microsoft, Salesforce, Confluent, Intuit, and more