Customer Success Manager (Implementation & AI Enablement)

Suger.io•San Francisco, CA

18h•$90,000 - $120,000

About The Position

First, what we’re actually doing Suger 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 work with over 250 B2B customers, ranging from large enterprises like Snowflake and Intel to fast-growing startups like Glean and Vanta. Why this role exists Our customers rely on Suger for mission-critical revenue workflows , and Customer Success plays a central role in ensuring these workflows are implemented correctly, adopted fully, and scaled intelligently. As a Customer Success Manager (Implementation & AI Enablement), you will own the full customer implementation lifecycle and act as the primary driver of customer enablement, adoption, and long-term success. This role sits at the intersection of: - Implementation ownership - Customer training and enablement - AI-driven execution and product learning You will not only onboard customers - you will teach both customers and Suger’s AI agents how to execute cloud marketplace workflows effectively, ensuring learnings are captured, systematized, and reused at scale. This is a hands-on, technical, and systems-oriented role designed for someone who enjoys building repeatable processes and shaping how a product learns from real customer behavior.

Requirements

3–6+ years in Customer Success, Implementation, Solutions Engineering, or RevOps roles
Experience owning complex B2B SaaS implementations end-to-end
Background working with technical or operational products (integrations, billing, RevOps, CPQ)
Strong project management and stakeholder coordination
Ability to explain complex systems clearly and confidently
Process-driven and highly organized
Comfortable working with ambiguity and evolving systems
Curious mindset with interest in AI-driven workflows and automation

Nice To Haves

Experience with AWS, Azure, or GCP marketplaces
Familiarity with Salesforce, RevOps tooling, or finance systems
Experience training customers or building enablement programs
Prior exposure to AI-assisted products or automation workflows
Startup experience in a fast-scaling environment

Responsibilities

Own customer onboarding and implementation from kickoff through go-live
Lead discovery, scoping, and configuration across cloud marketplaces and core RevOps systems
Manage implementation timelines, stakeholders, and go-live readiness
Design and deliver customer training that drives early adoption
Translate complex workflows into clear, repeatable enablement assets
Train and improve Suger’s AI agents using real customer workflows and patterns
Partner with Product and Engineering to enhance AI-driven setup, support, and guidance
Own post–go-live stabilization, usage monitoring, and optimization
Identify risks, expansion opportunities, and scaling recommendations
Collaborate cross-functionally with Support, Sales, and Partnerships to ensure customer success