Customer Success Manager - Enterprise

We're hiring an Enterprise Customer Success Manager to join our growing CS team. You'll own a portfolio of strategic enterprise accounts, serving as the primary point of contact and driving onboarding, adoption, engagement, and retention across the full customer lifecycle.

This is a full-cycle role — you'll lead kickoff calls, manage implementations, partner closely with customers on their goals and use cases, handle day-to-day needs, and build long-term relationships with key stakeholders. You'll work closely with Sales, Product, and Engineering to ensure customers are successful and identify opportunities to expand their use of Suger.

You'll play a critical role in shaping our enterprise CS motion, balancing high-touch customer engagement with scalable processes and proactive account management.

• Account Ownership
  • Own a book of Enterprise 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 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
    • 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

• 3+ years in Customer Success, Account Management, or a related customer-facing role — ideally in B2B SaaS or cloud
• Experience managing enterprise customers and building relationships with multiple stakeholders
• Excellent written and verbal English communication skills
• Strong organizational and project management skills — able to manage complex customer relationships and implementations simultaneously
• Proactive and strategic in identifying customer needs, risks, and opportunities before they become issues
• Comfortable working cross-functionally with Sales, Product, and Engineering to solve customer needs

• Our salary range: CAD $100,000 - 120,000/year, depending on experience
• Competitive compensation and equity plan.
• Monthly office stipends for lunch and commute-related benefits
• Full healthcare benefits - extended health care, dental, vision, and life insurance
• High ownership and visibility across the company
• Work closely with experienced startup operators and leadership
• Top-notch team - You'll work with other top-tier talent, who have built large-scale enterprise SaaS products at top companies like Google, Meta, Microsoft, Salesforce, Confluent, Intuit, and more