Customer Success Manager - Enterprise at Suger
Suger is hiring a Customer Success Manager - Enterprise in Vancouver, Canada. Hybrid. Pay: CAD 100k-120k/yr.
About Suger
Suger is a cloud marketplace automation platform that helps independent software vendors (ISVs) sell and bill through cloud marketplaces such as AWS, Microsoft Azure, Google Cloud, Snowflake, Alibaba Cloud, and Oracle. It streamlines co-selling, private offers, metering, and CRM sync, and provides tools for deal management, revenue operations, and AI-powered workflows.
Customer Success Manager - Enterprise job description
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
- 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
