Customer Success Manager - Enterprise
At a glance
Mid-level Customer Success role at Suger.io. Vancouver · full-time · CA$100,000–CA$120,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Own enterprise accounts from kickoff through renewal, serving as their main contact across the customer lifecycle
- Answer customer questions through Slack and the ticketing system, routing bugs and Solutions Engineering needs appropriately
- Guide onboarding, implementations, adoption, engagement, retention, and customer health across your account portfolio
- Introduce capabilities such as funding portals, partner scoring, pipeline digests, and automations to customers
- Spot expansion opportunities, support renewals, document account health, and share feedback with internal teams
What you bring
- At least three years in Customer Success, Account Management, or another customer-facing role
- Experience handling enterprise customers and relationships involving multiple stakeholders
- Strong English communication in both writing and conversation
- Organizational and project management ability across complex customers and implementations
- A proactive, strategic approach to customer needs, risks, and growth opportunities
Who this fits
You’ll suit a customer-facing enterprise role that combines account ownership, implementation work, support triage, renewals, and expansion. You’ll collaborate with Sales, Product, Engineering, Product Support, and Solutions Engineering while managing several complex relationships. The role is hybrid, with four days each week in the Vancouver office.
From the employer
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
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