Customer Success Manager

Suger is the cloud marketplace platform for software companies. We help ISVs (Independent Software Vendors) sell through AWS, GCP, and Azure Marketplaces — handling everything from product listings and private offers to co-sell, CRM integrations, and revenue operations. Our customers range from early-stage startups to growing SaaS companies scaling their cloud marketplace presence.

We're a fast-moving, Slack-first team that moves quickly and takes customer success seriously. Backed by leading VCs and growing fast, Suger is an early opportunity to make a real impact.

We're hiring Customer Success Managers based in the Philippines to join our growing CS team. You'll own a book of approximately 40–50 accounts (up to $25K 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, manage implementations (~30-day avg), 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.

You'll work a US overlap shift (11pm–8am PHT to start) to align with our customers and US-based team.

• Own a book of ~40–50 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

• Lead customer onboarding end-to-end (average 30-day implementation timeline)
• 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 4–5 customer calls per day — kickoffs, check-ins, product walkthroughs, and troubleshooting sessions
• Deliver 101 training sessions to onboard customer teams on new features and workflows

• 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

• 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

• 2+ years in Customer Success, Account Management, or Technical Support — ideally in SaaS or cloud
• Excellent written and verbal English communication skills
• Strong organizational skills — ability to manage 40–50 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 the US overlap shift: 12mn–9am PHT (8am–5pm PST)

• 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

• High-performing CS team at a fast-growing cloud marketplace company backed by leading VCs
• Work with cutting-edge ISVs in AI, security, data infrastructure, and DevTools
• Full-cycle ownership — your accounts, your relationships, your results
• Remote-first with a supportive, collaborative team across the US and Philippines
• Early opportunity to shape how we scale SMB success — your input directly influences the playbook
• Real career growth potential as Suger continues to scale