Role OverviewWe're hiring an Enterprise Customer Success Manager to join our growing CS team. You'll own a portfolio of strategic enterprise accounts, serving as the primary point of contact and driving onboarding, adoption, engagement, and retention across the full customer lifecycle.
This is a full-cycle role - you'll lead kickoff calls, manage implementations, partner closely with customers on their goals and use cases, handle day-to-day needs, and build long-term relationships with key stakeholders. You'll work closely with Sales, Product, and Engineering to ensure customers are successful and identify opportunities to expand their use of Suger.
You'll play a critical role in shaping our enterprise CS motion, balancing high-touch customer engagement with scalable processes and proactive account management.
What You'll Own- Account Ownership
- Own a book of Enterprise 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
- Implementation & Onboarding
- Lead customer onboarding end-to-end
- Configure marketplace listings across AWS, GCP, and Azure Marketplace
- Set up co-sell workflows, CRM integrations (HubSpot, Salesforce), private offers (CPPO, RPOP), and automations
- Conduct daily customer calls - kickoffs, check-ins, product walkthroughs, and troubleshooting sessions
- Deliver 101 training sessions to onboard customer teams on new features and workflows
- 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, implementation steps, 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 a related customer-facing role - ideally in B2B SaaS or cloud
- Experience managing enterprise customers and building relationships with multiple stakeholders
- Excellent written and verbal English communication skills
- Strong organizational and project management skills - able to manage complex customer relationships and implementations simultaneously
- Proactive and strategic in identifying customer needs, risks, and opportunities before they become issues
- Comfortable working cross-functionally with Sales, Product, and Engineering to solve customer needs
Why join us- Our salary range: CAD $90,000 - 120,000/year, depending on experience
- Monthly office stipends for lunch and commute-related benefits
- Full healthcare benefits - extended health care, dental, vision, and life insurance
- High ownership and visibility across the company
- Work closely with experienced startup operators and leadership
- Top-notch team - You'll work with other top-tier talent, who have built large-scale enterprise SaaS products at top companies like Google, Meta, Microsoft, Salesforce, Confluent, Intuit, and more
