Ideals 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.
Delivering 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.
Research and study new clients to identify their expected value from the product and future potential growth opportunities
Conduct kick-off (onboarding) trainings for new clients
Manage a portfolio of roughly 200 accounts – including 30% high-touch – with structured follow-ups, clear prioritization, and proactive engagement across the entire customer journey
Execute renewals and expansions proactively, based on account usage, growth potential, and business insights
Conduct exit interviews with churned clients
Drive 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 activities
Full professional proficiency in English (C1)
At least 5 years of experience as an Account Manager or a CSM in B2B, preferably in SaaS
Proven track record managing a book of business of 50+ accounts, with a strong ability to plan, organize and prioritize effectively
Experience driving MRR/ARR growth through renewals, upsells, or cross-sells
Experience in leading commercial conversations with the client (e.g., pricing, discounting, upselling)
Customer-driven personality with empathetic and emotional intelligence skills
Excellent communication, interpersonal, and presentation skills
Familiarity with data rooms, board portals, or secure collaboration tools
Experience in sales
Proficiency in Spanish
Screening 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)
We highly value our people, so we will empower you with all the resources and support to help you reach your full potential.
Remote-first model with teams distributed globally
Home office set up budget
High-end laptop, monitor and any additional IT equipment needed
Reimbursement of co-working space expenses
100% employer-paid health insurance for US employees with a 401(k) match program
Mental health activities reimbursement
Reimbursement of participation in sports competitions
20 business days of annual leave
Unlimited health-related time off
Individual Development Plan based on your career interests
Generous budget for learning and development activities
Professional and self-development books and subscriptions compensation
Ideals’ support of your passion as a speaker or writer
Internal growth and internal mobility opportunities
Team-building offline events
Budget for local gatherings in global locations
Generous internal referral program
Commitment, 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.
Ideals is an equal opportunity employer
At 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. If you need assistance or an accommodation due to a disability, you may inform us in the 'Additional information' field when submitting your application.
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