Customer Success Manager - SMB

New

SugerB2B cloud marketplaces

Canada - Eastern Time Zone, Available to work between 9am - 5pm Eastern TimeFull-TimeManager

Salary$90,000 - $110,000 CAD

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Job Details

Experience: 3+ years in Customer Success, Account Management, or Technical Support
Required Skills: SalesforceCustomer SuccessSaaSHubSpotSlackAccount ManagementTechnical support

Have 3+ years of experience in Customer Success, Account Management, or Technical Support.
Bring experience in SaaS or cloud environments ideally.
Be able to manage 50–70 accounts simultaneously.
Be available to work between 9am and 5pm Eastern Time.
Cloud marketplace experience, including AWS Marketplace, Google Cloud Marketplace, or Azure Marketplace, is a nice to have.
Familiarity with ClickUp, Salesforce, HubSpot, or similar customer success or CRM tools is a nice to have.
Experience with technical implementations, product onboarding, or solutions engineering is a nice to have.
Prior experience at an early-stage startup or high-growth SaaS company is a nice to have.

Own a book of approximately 50–70 SMB accounts from kickoff through renewal.
Serve as the primary point of contact through Slack and the customer ticketing system.
Drive customer health, adoption, and retention across the account portfolio.
Identify upsell and expansion opportunities and proactively flag at-risk accounts.
Respond to inbound customer questions and triage issues, resolving them directly or routing them to Product Support or Solutions Engineering.
Introduce customers to platform capabilities, including funding portals, partner scoring, pipeline digests, and automations.
Facilitate renewals in coordination with Account Management.
Maintain account notes and health tracking in the customer ticketing system.
Contribute to internal documentation, playbooks, and help center content.

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