Customer Success Manager - SMB

Remote; San Francisco (CA); Remote; USD 90,000 - 120,000; Full time

Job summary

Fours is hiring an SMB Customer Success Manager (Eastern Time) to own a book of 50–70 SMB accounts, guiding 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, triage issues via Slack and our ticketing system, and build long-term relationships. You'll identify upsell opportunities and collaborate with the Account Management team to renew and expand accounts.

Qualifications

• 3+ years in Customer Success, Account Management, or Technical Support.
• Ability to manage 50–70 accounts simultaneously.
• Slack-heavy, async-first startup environment experience.
• Available to work between 9am - 5pm Eastern Time.

Responsibilities

• Own a book of 50–70 SMB accounts from kickoff through renewal.
• Be primary contact via Slack and our customer ticketing system.
• Drive customer health, adoption, and retention across your book.
• Identify upsell and expansion opportunities; proactively flag at-risk accounts.
• Respond to inbound questions and triage issues via Slack.
• Facilitate renewals and coordinate with Account Management.
• Maintain detailed account notes in the ticketing system.

Skills

Customer Success

Account Management

SaaS

Tools

ClickUp

Salesforce

HubSpot

Job description

Defining the future of work & living globally

5,814 jobs · 6 companies

Customer Success Manager - SMB

Remote

Sales & Business Development, Customer Service

Fours (formerly Suger.io) 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.

In Vancouver, we're currently located in Gastown at 321 Water St. Our team members in Vancouver are on a hybrid model (4 days per week in office, with Wednesdays remote).

Role Overview

We're hiring an SMB Customer Success Manager (Eastern Time) 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

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.