Customer Success Manager

About the role

Suger is bringing on 2-3 SMB Customer Success Managers in the Philippines to manage a portfolio of smaller accounts through every stage of the customer journey. You will handle onboarding, drive product adoption, and maintain ongoing relationships while working a US-aligned schedule. The position blends async communication with targeted live calls for key moments.

Key facts

What you'll do

• Manage a book of approximately 40-50 SMB accounts (up to $25K ARR) from initial kickoff through renewal
• Serve as the main contact for your accounts through Slack and the internal ticketing system
• Lead end-to-end customer onboarding with an average implementation timeline of 30 days
• Configure marketplace listings on AWS, GCP, and Azure Marketplace
• Set up co-sell workflows, CRM integrations with HubSpot and Salesforce, private offers (CPPO, RPOP), and automations
• Conduct 4-5 customer calls daily including kickoffs, check-ins, product walkthroughs, and troubleshooting
• Deliver 101 training sessions to help customer teams learn new features and workflows
• Act as first responder for inbound questions, triaging issues to Product Support for bugs or creating Solutions Engineering requests in ClickUp
• Introduce customers to new platform capabilities such as funding portals, partner scoring, pipeline digests, and automations
• Coordinate renewals with Account Management and track account health
• Spot upsell and expansion opportunities while flagging at-risk accounts early
• Contribute to internal documentation, playbooks, and help center content
• Participate in team syncs, CS biweeklies, and product feedback sessions

Requirements

• 2+ years in Customer Success, Account Management, or Technical Support, preferably in SaaS or cloud
• Strong written and verbal English communication abilities
• Organizational skills to handle 40-50 accounts at once
• Comfortable working in a Slack-heavy, async-first, fast-paced startup setting
• Self-directed with the ability to take ownership without close supervision
• High attention to detail and a customer-first approach
• Available to work the US overlap shift: 11pm-8am PHT

Nice to have

• Hands-on experience with cloud marketplaces such as AWS Marketplace, Google Cloud Marketplace, or Azure Marketplace
• Familiarity with ClickUp, Salesforce, HubSpot, or comparable CS and CRM tools
• Background in technical implementations, product onboarding, or solutions engineering
• Prior work at an early-stage startup or high-growth SaaS company

Skills & tools

• Cloud marketplaces: AWS, Azure, GCP, Alibaba, Oracle, Snowflake
• CRM platforms: Salesforce, HubSpot
• Project and ticketing tools: ClickUp
• Communication: Slack, async documentation
• Private offer types: CPPO, RPOP

Practical notes

• The company is well-funded with a long runway, backed by leading VCs
• Flat organizational structure with minimal hierarchy
• Team members have backgrounds at Google, Meta, Salesforce, Confluent, Workstream, Motive, and Square
• Current customer base includes roughly 300 accounts ranging from enterprises like Snowflake, Workday, and Intel to AI-native companies including major AI labs, Decagon, and Glean
• Approximately 80% of communication is async with targeted calls reserved for high-impact moments