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Fours

Customer Success Manager - SMB

Vancouver, BC, Canada

Base Salary: $80,000 - $110,000 CAD · Full-time

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Job details

Pay: Base Salary: $80,000 - $110,000 CAD
Job type: Full-time
Posting language: English
Posted: Oct 21, 2026

Original job description

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 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 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 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

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 who’ve built at scale at Google, Meta, Salesforce, and Confluent, alongside high-growth startups like Workstream, Motive, and Square.
Well-funded with plenty of runway: backed by leading VCs and positioned to keep building.
Competitive comp + meaningful equity: we want you to have real upside in what you’re helping build.
We are a fast-moving flat org and avoid hierarchical structures.

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More about this job

Responsibilities

Manage a portfolio of 50-70 SMB accounts, overseeing the full customer lifecycle from onboarding to renewal. Act as the primary point of contact to drive product adoption, handle support inquiries, and identify expansion opportunities.

Requirements

Requires 3+ years of experience in Customer Success, Account Management, or Technical Support within a SaaS or cloud environment. Candidates must be comfortable working in an async-first, fast-paced startup setting and be available during Eastern Time business hours.

Skills

Customer Success
Account Management
Technical Support
SaaS
Cloud Marketplaces
Onboarding
Retention
Upselling
Slack
ClickUp
Salesforce
HubSpot
Solutions Engineering
Documentation
Relationship Management

Benefits

Competitive compensation
Meaningful equity

Visa sponsorship

Not detected in the job text

Keywords

Customer Success Manager
SMB
SaaS
Cloud Marketplaces
AWS Marketplace
Google Cloud Marketplace
Azure Marketplace
Account Management
Technical Support
Onboarding
Retention
Upselling
Slack
ClickUp
Salesforce
HubSpot
Solutions Engineering
B2B
Orchestration
AI
Customer Lifecycle
Renewal Management
Async Communication
Startup
Customer Health

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