SMB Customer Success Manager | Cloud Marketplaces

Fours (formerly Suger); Vancouver; Hybride; CAD 80 000 - 110 000; Plein temps

Résumé du poste

Fours (formerly Suger) is hiring an SMB Customer Success Manager (Eastern Time) to own a book of 50-70 SMB accounts, each up to 25K ARR, totaling 1M+ ARR, guiding onboarding and driving adoption and retention across the full customer lifecycle.

This full-cycle role requires kickoff calls, day-to-day support, and long-term relationships. You’ll operate in a scaled CS motion with 80% async Slack communication and targeted calls for high-impact moments.

Qualifications

• 3+ years in Customer Success or Account Management, SaaS or cloud.
• Ability to manage 50-70 accounts simultaneously.
• Fluent in Slack-based, async-first startup environment.
• Self-starter with ownership mindset.
• High attention to detail and customer-first mindset.
• Available to work between 9am-5pm Eastern Time.

Responsabilités

• Own a book of 50-70 SMB accounts from kickoff through renewal.
• Be the primary contact for accounts via Slack and ticketing system.
• Drive customer health, adoption, and retention across the book.
• Identify upsell and expansion opportunities; flag at-risk accounts.
• Serve as first responder for inbound questions via Slack and ticketing system.
• Contribute to internal docs, playbooks, and help center content.

Connaissances

Account ownership

Slack proficiency

Async communication

Customer-focused

Detail-oriented

Time management

Outils

ClickUp

Salesforce

HubSpot

Description du poste

Fours (formerly Suger) is hiring an SMB Customer Success Manager (Eastern Time) to own a book of 50-70 SMB accounts, each up to 25K ARR, totaling 1M+ ARR, guiding onboarding and driving adoption and retention across the full customer lifecycle.

This full-cycle role requires kickoff calls, day-to-day support, and long-term relationships. You’ll operate in a scaled CS motion with 80% async Slack communication and targeted calls for high-impact moments.