Customer Success Manager - SMB

Requisitos

• First, What We’re Actually Doing 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
• Role Overview We're hiring an SMB Customer Success Manager (Eastern Time Zone) 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. - We are a fast-moving flat org and avoid hierarchical structures