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.