Description review
Customer Success Manager - SMB
Fours · Remote - Brasilia · back to the listing
HR standards
65/100
needs work
Title ↔ description
94/100
strong
Reads as
Customer Success Manager
100% confident
What this role officially is
client relations manager — ESCO, the EU occupation classification
Client relations managers act as the middle person between a company and its customers. They ensure that the customers are satisfied by providing them with guidance and explanation on their accounts and services received by the company. They also have possible other tasks such as developing plans or delivering proposals.
Also known as: customer service executive, client service manager, client relationship manager, customer service representative, consumer relations manager, client manager
How others title the same work
Large employers
- Customer Solutions Manager, EDU & SLG Western Region - CSM Amazon.com
- Technical Account Manager, Newspack Automattic
- Customer Success - Team Manager Canonical
- Enterprise Customer Success Manager (Japanese speaker) Canonical
- Graduate Customer Success Manager Canonical
Startups
- Manager / Director of Customer Success Craniometrix
- Founding GTM - Deployment Strategist Credal.ai
- Deployment Strategist (Munich Office) Dataleap
- Founding Customer Success Manager Clicks Health
- Founding Deployment Strategist Closure
What the listing never says
- 31 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
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.
Role Overview
We're hiring an SMB Customer Success Manager (Eastern Time Zone) 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
• 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.
• We are a fast-moving flat org and avoid hierarchical structures.
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.
Role Overview
We're hiring an SMB Customer Success Manager (Eastern Time Zone) 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
• 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.
• We are a fast-moving flat org and avoid hierarchical structures.