SMB Cloud Marketplace Customer Success Manager

Suger, Inc.; México; Remote; MXN 1,121,000 - 1,681,000; Full time

Job summary

Suger, Inc. is hiring an SMB Customer Success Manager (Eastern Time Zone). You will own a book of ~50–70 SMB accounts, guiding onboarding, adoption, and retention across the customer lifecycle. The role emphasizes async communication via Slack and structured ticketing, with a focus on health, expansion, and renewals.

You’ll run kickoff calls, handle day-to-day support, and build long-term customer relationships in a fast-growing SaaS environment.

Qualifications

• 3+ years in Customer Success, Account Management, or Technical Support — ideally in SaaS or cloud.
• Ability to manage 50–70 accounts simultaneously with strong organizational skills.
• Slack-heavy, async-first startup environment experience.
• Self-starter who takes ownership with high attention to detail and customer focus.

Responsibilities

• Own a book of ~50–70 SMB accounts from kickoff through renewal.
• Be the primary contact via Slack and ticketing system; drive health and retention.
• Identify upsell opportunities; flag at-risk accounts and coordinate renewals.
• Provide first response for inbound questions; triage issues and coordinate with teams.
• Contribute to knowledge base, playbooks, and written guides for customers.

Skills

Account ownership

SaaS experience

Slack proficiency

Customer empathy

Tools

ClickUp

Salesforce

HubSpot

Job description

Suger, Inc. is hiring an SMB Customer Success Manager (Eastern Time Zone). You will own a book of ~50–70 SMB accounts, guiding onboarding, adoption, and retention across the customer lifecycle. The role emphasizes async communication via Slack and structured ticketing, with a focus on health, expansion, and renewals.

You’ll run kickoff calls, handle day-to-day support, and build long-term customer relationships in a fast-growing SaaS environment.