Senior Customer Success Manager

Get to know usIdeals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand in a secure business collaboration market. Trusted by more than 2,000,000 users from 175,000 companies globally, we are on a mission to create more prosperity in the world by accelerating high-stakes business decisions. We achieve this by delivering extremely intuitive and robust software products that help people make impactful decisions with less stress, higher quality, and shorter hours:Ideals Virtual Data Room: A web-based cloud platform used by companies in a wide range of industries to ensure secure confidential document sharing for online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals. Ideals Board: A cloud platform with web and mobile applications used by board members, CEOs, executives, and corporate secretaries, to streamline governance and improve high-stake decisions in a fast, secure, and compliant way. The roleDelivering an exceptional customer experience is key at Ideals. Our Customer Success team has been crucial in driving a high level of customer satisfaction and securing our Market Leader status on G2 for 5 consecutive years. We are looking for a Senior Customer Success Manager to join our Customer Success team in the USA. This is a post-sales role with full portfolio ownership: you’ll lead renewals, onboarding, and account expansion for high-value B2B clients, including some of the most strategic names in our North American portfolio. You’ll work cross-functionally to drive adoption and maximize account potential, with direct influence over revenue targets and client retention. This is a unique opportunity to build an excellent track record in a multinational, mature yet fast-evolving SaaS environment. You will own and impact the customer relationship, working closely with multiple departments to support our scaling growth in the North American region and globally. Please note that we can only hire in the following states: Florida, Georgia, Illinois, Tennessee, Texas, Massachusetts, New York, Missouri, New Jersey, Utah, Virginia. What you will doResearch and study new clients to identify their expected value from the product and future potential growth opportunitiesConduct kick-off (onboarding) trainings for new clientsManage a portfolio of roughly 200 accounts – including 30% high-touch – with structured follow-ups, clear prioritization, and proactive engagement across the entire customer journeyExecute renewals and expansions proactively, based on account usage, growth potential, and business insightsConduct exit interviews with churned clientsDrive customer advocacy initiatives by securing satisfied client reviews, testimonials, or case studies Participate in special projects to improve the customer success playbooks or introduce new customer success activitiesWhat you bringFull professional proficiency in English (C1)At least 5 years of experience as an Account Manager or a CSM in B2B, preferably in SaaSProven track record managing a book of business of 50+ accounts, with a strong ability to plan, organize and prioritize effectivelyExperience driving MRR/ARR growth through renewals, upsells, or cross-sellsExperience in leading commercial conversations with the client (e.g., pricing, discounting, upselling)Customer-driven personality with empathetic and emotional intelligence skillsExcellent communication, interpersonal, and presentation skillsNice to haveFamiliarity with data rooms, board portals, or secure collaboration toolsExperience in salesProficiency in SpanishOur assessment processScreening call with the Talent Acquisition Specialist (30 mins)Competency-based interview with the Talent Acquisition Specialist (60 mins)Roleplay with the Hiring Manager (60 mins)Hiring Manager interview (60 mins)What we offer We highly value our people, so we will empower you with all the resources and support to help you reach your full potential. For your best workRemote-first model with teams distributed globally Home office set up budget High-end laptop, monitor and any additional IT equipment neededReimbursement of co-working space expensesFor your well-being100% employer-paid health insurance for US employees with a 401(k) match programMental health activities reimbursementReimbursement of participation in sports competitions20 business days of annual leaveUnlimited health-related time offFor your growthIndividual Development Plan based on your career interests Generous budget for learning and development activitiesProfessional and self-development books and subscriptions compensationIdeals’ support of your passion as a speaker or writerInternal growth and internal mobility opportunitiesExtra perksTeam-building offline eventsBudget for local gatherings in global locationsGenerous internal referral programOur cultureCommitment, Excellence, Collaboration, Trust and Care are core values to the Ideals team. For us, these are the principles that every Idealer lives and breathes. We are on the lookout for like-minded individuals who share our values. By doing so, we create a team where talents feel at ease and work to the best of their abilities. Discover more. Ideals is an equal opportunity employerAt Ideals, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. 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