Customer Success Manager Customer Success Vancouver, BC Vancouver, BC Full-time 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. 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. 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

Bonus Points

Experience with AWS, Azure, or GCP marketplaces

Familiarity with Salesforce, RevOps tooling, or finance systems

Experience training customers or building enablement programs

Prior exposure to AI-assisted products or automation workflows

Startup experience in a fast-scaling environment

Why Join Us

The salary range: CAD $75K – $100K/year, depending on experience, market location, and overall fit for the role

Monthly office stipends for lunch and commute-related benefits.

Full healthcare benefits - extended health care, dental, vision, and life insurance.

We are a team of ~50 people, headquartered in the Bay Area (with teams globally), and growing rapidly

You’ll sell into one of the fastest-growing routes to market in B2B SaaS, as cloud marketplaces become a primary way enterprises buy software

A chance to operate closer to the market, product, and strategy than is possible in highly segmented sales orgs

A product positioned at the center of how ISVs, partners, and hyperscalers transact across AWS, Azure, and Google Cloud

Real ownership and visibility into outcomes at a stage where your work directly influences growth

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