Customer Success Manager - SMB
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.
Role Overview We're hiring 2-3 SMB Customer Success Managers based in the Philippines to join our growing CS team. You'll own a book of approximately 40–50 SMB accounts (up to $25K 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, manage implementations (~30-day avg), 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.
You'll work a US overlap shift (11pm–8am PHT) to align with our customers and US-based team.
What You’ll Own (for real) Account Ownership
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
Implementation & Onboarding
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
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 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)
Nice to Have Experience with cloud marketplaces: AWS Marketplace, Google Cloud Marketplace, or 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
Why Join Us 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.
We are a team of ~60 people with hubs in SF and Vancouver.
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.