Customer Success Manager - SMB

Suger.io suger.io Open · verified Sep 29, 2026

Remote Toronto Full-time Manager Customer Success

At a glance

Mid-level Customer Success role at Suger.io. Remote, Canada · full-time · CA$90,000–CA$110,000 base.

SalaryStated by Suger.io

CA$90,000 – CA$110,000

Base salary for this role, in CAD per year, as published in the posting.

RoleCustomer Success

SeniorityManager

LocationToronto

WorkplaceRemote

EmploymentFull-time

Base payCA$90,000–CA$110,000

PostedSep 28, 2026 · 1d ago

Role brief

growthroles summary, based on the employer's posting.

What you'll do

Guide a portfolio of roughly fifty to seventy SMB customers from kickoff through renewal, supporting adoption and retention
Answer customer questions through Slack and the ticketing system, resolving issues or routing them to the right team
Spot accounts at risk and opportunities to expand, then coordinate renewals with Account Management
Show customers platform features such as funding portals, partner scoring, pipeline digests and automations
Write customer guidance and contribute to internal playbooks and help-center materials

What you bring

At least three years in customer success, account management or technical support
Strong organization to handle a portfolio of fifty to seventy accounts at once
Availability to work from nine in the morning to five in the evening Eastern Time

Who this fits

This role suits someone who can manage many customer relationships and handle most support and guidance asynchronously, with targeted calls for key moments. It is a full-cycle customer success role, based in Canada’s Eastern Time Zone.

From the employer

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 an SMB Customer Success Manager (Canada - Eastern Time Zone) to join our growing CS team. You'll own a book of approximately 50–70 SMB accounts (up to $25K ARR per account, totaling 1M+ 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, 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.

What You’ll Own (for real)

Account Ownership
- Own a book of ~50–70 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
- 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 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 Technical Support — ideally in SaaS or cloud
Strong organizational skills — ability to manage 50–70 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 between 9am - 5pm Eastern Time

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

Base Salary: $90,000 - $110,000 CAD
Own the full customer lifecycle: your accounts, your relationships, your results.
Build something different: our mission is to bring a consumer-grade experience to B2B sales.
Fast-growing team: ~70 people with hubs in SF and Vancouver.
Work with a seriously strong team: people who’ve built at scale at Google, Meta, Salesforce, and Confluent, alongside high-growth startups like Workstream, Motive, and Square.
Well-funded with plenty of runway: backed by leading VCs and positioned to keep building.
Competitive comp + meaningful equity: we want you to have real upside in what you’re helping build.
We are a fast-moving flat org and avoid hierarchical structures.