Customer Success Manager (Implementation & AI Enablement)

Suger.io is a company that helps revenue teams sell more effectively through cloud marketplaces. The Customer Success Manager (Implementation & AI Enablement) will own the full customer implementation lifecycle, ensuring effective onboarding, training, and ongoing success of customers using AI-driven workflows.

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

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
• 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