Customer Success Manager - SMB

First, What We’re Actually Doing  Fours (formerly Suger.io) 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’re working :300 amazing customers, ranging from enterprises like Snowflake, Workday, Intel to the top AI-native companies like the main AI labs, Decagon, Glean, etc.
In Vancouver, we’re currently located in Gastown at 321 Water St. Our team members in Vancouver are on a  hybrid model (4 days per week in office, with Wednesdays remote).

Role Overview  We're hiring an SMB Customer Success Manager (Eastern Time) to join our growing CS team. You'll own a book of approximately 50-70 SMB accounts (up to $25K ARR per account, totaling 1M+ 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, 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.
What You’ll Own (for Real)   Account Ownership  Own a book of :50-70 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

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 Click Up
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 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 Technical Support — ideally in SaaS or cloud
Strong organizational skills — ability to manage 50-70 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 between 9am - 5pm Eastern Time
Nice to Have   

Experience with cloud marketplaces: AWS Marketplace, Google Cloud Marketplace, or Azure Marketplace
Familiarity with Click Up, Salesforce, Hub Spot, 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
Why Join Us   Base Salary: $80,000 - $110,000 CAD
Own the full customer lifecycle: your accounts, your relationships, your results
Build something different: our mission is to bring a consumer-grade experience to B2B sales
Fast-growing team: :70 people with hubs in SF and Vancouver
Work with a seriously strong team: people…