Strategic SMB Customer Success Manager

Suger, Inc.; Vancouver; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

Fours in Vancouver seeks an SMB Customer Success Manager (Eastern Time) to own a book of roughly 50–70 SMB accounts with up to $25K ARR per account, totaling 1M+ ARR. You will guide onboarding, adoption, engagement, and retention across the full customer lifecycle.

This full-cycle role relies on async Slack communications, proactive health checks, and collaboration with Account Management to drive renewals and expansions.

Qualifications

• 3+ years in Customer Success, Account Management, or Technical Support in SaaS or cloud.
• Strong organizational skills to manage 50–70 accounts concurrently.
• Comfortable in a Slack-heavy, async-first startup environment.
• Self-starter with attention to detail and customer-first mindset.

Responsibilities

• Own a book of ~50–70 SMB accounts from kickoff through renewal.
• Be primary contact for accounts via Slack and our ticketing system.
• Drive health, adoption, and retention across your book of business.
• Identify upsell opportunities and flag at-risk accounts.
• Serve as first responder for inbound questions; triage issues and coordinate with teams.
• Facilitate renewals and maintain detailed account notes.

Skills

Account ownership

Customer success

Slack/async

CRM basics

Tools

ClickUp

Salesforce

HubSpot

Job description

Fours in Vancouver seeks an SMB Customer Success Manager (Eastern Time) to own a book of roughly 50–70 SMB accounts with up to $25K ARR per account, totaling 1M+ ARR. You will guide onboarding, adoption, engagement, and retention across the full customer lifecycle.

This full-cycle role relies on async Slack communications, proactive health checks, and collaboration with Account Management to drive renewals and expansions.