- Company Name
- Suger
- Job Title
- Customer Success Manager (Implementation & AI Enablement)
- Job Description
-
**Job Title**
Customer Success Manager (Implementation & AI Enablement)
**Role Summary**
Owns the full customer implementation lifecycle for a cloud‑marketplace orchestration platform. Drives onboarding, configuration, training, and post‑go‑live optimization while modeling customer workflows into AI‑driven processes. Collaborates cross‑functionally with product, engineering, sales, and support to accelerate adoption, reduce support load, and unlock expansion opportunities.
**Expectations**
- Minimum 3–6 + years in Customer Success, Implementation, Solutions Engineering, or Revenue Operations.
- Proven end‑to‑end ownership of complex B2B SaaS implementations.
- Ability to translate technical workflows into clear enablement artifacts.
- Comfortable navigating ambiguity and rapidly evolving product features.
- Curiosity about AI and automation for process improvement.
- Deliver measurable outcomes: fast go‑lives, predictable, scalable implementations, AI agent learning, improved training, reduced support tickets, and retention/expansion growth.
**Key Responsibilities**
1. Lead end‑to‑end customer onboarding from kickoff to go‑live.
2. Conduct discovery, scoping, and configuration with clients across AWS, Azure, GCP, Alibaba, Oracle, and Snowflake marketplaces and core RevOps systems.
3. Manage implementation schedules, stakeholder communications, and go‑live readiness.
4. Design and conduct training programs that drive early adoption and usage.
5. Create repeatable enablement assets (guides, playbooks, videos).
6. Capture real‑world workflows to train and refine AI agents.
7. Work with Product & Engineering to improve AI‑driven setup, guidance, and support.
8. Monitor post‑go‑live performance, identify risks, recommend optimizations, and highlight expansion opportunities.
9. Partner with Support, Sales, and Partnerships to ensure continuous customer success.
**Required Skills**
- Strong project management & stakeholder coordination.
- Excellent communication; able to explain complex systems clearly.
- Process‑oriented, highly organized, data‑driven.
- Technical fluency with SaaS integrations, billing, RevOps, CPQ.
- Basic familiarity with AWS, Azure, or GCP marketplaces.
- Proficiency in Salesforce or similar RevOps tooling (preferred).
- Knowledge of AI‑assisted products or automation workflows (bonus).
- Startup experience in fast‑scaling environments (bonus).
**Required Education & Certifications**
- Bachelor’s degree in Business, Engineering, Computer Science, or related field.
- No mandatory certifications required; relevant credentials (e.g., Certified Customer Success Manager, Solutions Engineer) are a plus.
San francisco, United states
Hybrid
Junior
22-01-2026