Customer Success Manager - SMB (Fully Remote)

Suger; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Equity

Job summary

Suger is seeking a Customer Success/Account Manager to own ~50–70 SMB accounts in a fast-paced, async-friendly startup. You will lead onboarding, drive adoption, and nurture long-term relationships, becoming the primary contact via Slack and ticketing systems.

Expect ownership of renewals and expansion, with a focus on customer health and retention, and a strong emphasis on a customer-first mindset in a scalable success motion.

Qualifications

• 3+ years in Customer Success, Account Management, or Technical Support in SaaS or cloud.
• Ability to manage 50–70 accounts simultaneously.
• Experience in a Slack-heavy, async-first startup environment.

Responsibilities

• Own account lifecycle from kickoff through renewal, serving as primary contact via Slack and ticketing.
• Drive customer health, adoption, and retention; identify upsell opportunities.
• Facilitate renewals and maintain detailed account notes and health tracking.
• Build long-term relationships and guide customers through onboarding and continued adoption.

Skills

Customer success

Account management

SaaS experience

Organizational skills

Tools

Slack

Ticketing systems

Job description

• You'll own a book of ~50–70 SMB accounts, guiding customers through onboarding and driving adoption, engagement, and retention.
• This is a full-cycle role: you run kickoff calls, handle day-to-day support, and build long-term relationships.
• You'll work in a scaled success motion: ~80% async communication with targeted calls for high-impact moments.

What You’ll Own:

• Account ownership from kickoff through renewal, being the primary point of contact via Slack and ticketing.
• Drive customer health, adoption, and retention, identifying upsell and expansion opportunities.
• Facilitate renewals and maintain detailed account notes and health tracking.

Who We’re Looking For:

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

Why Join Us:

• Own the full customer lifecycle with competitive comp and meaningful equity.
• Work with a strong team from Google, Meta, Salesforce, and high-growth startups.
• Well-funded by leading VCs with a flat org structure and plenty of runway.

Suger helps revenue teams sell more effectively by simplifying cloud marketplace workflows. They have a flat, fast-moving culture with ~70 employees across SF and Vancouver, backed by leading VCs.