The Role
About Us
Suger is a revenue platform that helps our customers grow on the fastest-growing B2B sales channel: the cloud marketplaces of AWS, Azure, GCP, and Alibaba. Launched in 2022, we take the tech debt out of marketplace sales by providing an API-first approach to quote-to-cash and billing processes. We’re working with over 200 B2B customers, ranging from large enterprises like Snowflake and Intel to fast-growing startups like Glean and Vanta.
We are seeking a talented and passionate Customer Success Manager to play a pivotal role in building world-class software. You will work closely with the co-founders and both the engineering and GTM teams.
We are a Series A startup, funded by top-tier investors, including Threshold VC, Craft Ventures, Intel Capital, and Y Combinator. This is an awesome opportunity to get involved with a growing company that practices continuous innovation and transforms the landscape of software solutions in the B2B sales market!
What You'll Do
- Own customer relationships with mid-market and enterprise accounts, driving adoption, retention, and expansion.
- Customer Training & Support: Provide ongoing training, support, and troubleshooting to ensure customers fully understand the platform and are utilizing it to its maximum potential.
- Issue Resolution: Address and resolve any customer issues, ensuring quick resolutions and maintaining a positive customer experience.
- Advocate for Product Development: Work closely with the product team to ensure customer needs are being met and to influence product roadmap decisions based on customer feedback.
- Customer Feedback: Collect and analyze customer feedback, leveraging insights to improve processes, services, and customer satisfaction.
- Maintain Communication Channels: Maintain clear and consistent communication across multiple channels, including email, chat, and ticketing systems, to ensure timely responses and updates to customers and internal teams. Proactively monitor and manage inbound requests, follow up on open issues, and keep all stakeholders informed of progress and next steps.
What You'll Need
- Experience in Client Support: 3+ years of experience in a customer-facing role, ideally within a SaaS or tech environment.
- Experience supporting technical or enterprise-level customers.
- Strong Communication Skills.
- Problem-Solving Ability.
- Experience with CRM and Customer Success Platforms: Familiarity with tools such as Salesforce or HubSpot.
- Strong organizational skills, with the ability to manage multiple accounts and projects simultaneously while maintaining attention to detail.
- Ability to work effectively with cross-functional teams (sales, product, support) to ensure customer needs are met and to drive a seamless customer experience.
- Familiarity with SaaS products and an understanding of the technology and software landscape is a plus.
Why Join Us
- The salary range for this role is $90,000–$130,000 OTE, depending on experience, market location, and overall fit for the role.
- 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.
- Competitive cash and equity compensation.
- Opportunities for growth and advancement within the company.
- Flexible work environment with a strong team culture.
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The Company
What We Do
Suger is a revenue platform to list, transact and co-sell on cloud marketplaces (AWS, Azure, GCP, and Alibaba Cloud).
