About the role
First, what we’re actually doing Suger 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 work with over 250 B2B customers, ranging from large enterprises like Snowflake and Intel to fast-growing startups like Glean and Vanta. Why this role exists Our customers rely on Suger for mission-critical revenue workflows, and Customer Success plays a central role in ensuring these workflows are implemented correctly, adopted fully, and scaled intelligently. As a Customer Success Manager, you will own the full customer implementation lifecycle and act as the primary driver of customer enablement, adoption, and long-term success. This role sits at the intersection of: Implementation ownership Customer training and enablement AI-driven execution and product learning You will not only onboard customers - you will teach both customers and Suger’s AI agents how to execute cloud marketplace workflows effectively, ensuring learnings are captured, systematized, and reused at scale. This is a hands-on, technical, and systems-oriented role designed for someone who enjoys building repeatable processes and shaping how a product learns from real customer behavior. We work in a hybrid model with 4 days per week in our Downtown Vancouver office. \n What You’ll Own (for real) Own customer onboarding and implementation from kickoff through go-live Lead discovery, scoping, and configuration across cloud marketplaces and core RevOps systems Manage implementation timelines, stakeholders, and go-live readiness Design and deliver customer training that drives early adoption Translate complex workflows into clear, repeatable enablement assets Train and improve Suger’s AI agents using real customer workflows and patterns Partner with Product and Engineering to enhance AI-driven setup, support, and guidance Own post–go-live stabilization, usage monitoring, and optimization Identify risks, expansion opportunities, and scaling recommendations Collaborate cross-functionally with Support, Sales, and Partnerships to ensure customer success Who This Is For 3+ years in Customer Success, Implementation, Solutions Engineering, or RevOps roles Experience owning complex B2B SaaS implementations end-to-end Background working with technical or operational products (integrations, billing, RevOps, CPQ) Strong project management and stakeholder coordination Ability to explain complex systems clearly and confidently Process-driven and highly organized Comfortable working with ambiguity and evolving systems Curious mindset with interest in AI-driven workflows and automation What Success Looks Like Customers reach go-live quickly and with minimal rework Implementations are predictable, repeatable, and scalable Customers are successfully transacting through cloud marketplaces AI agents improve over time based on structured CS inputs Reduced support burden through better training, automation, and documentation Strong retention and expansion within implemented accounts
