Get to know us
Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand in the secure business collaboration market. Trusted by over 2,000,000 users from 300,000 companies globally, we help people run high-stakes processes and make important decisions with less stress, higher quality, and shorter hours.
Ideals Virtual Data Room (VDR): Secure document sharing and collaboration for due diligence, fundraising, corporate reporting, licensing, clinical trials, and other complex transactions.
Ideals Board: Board and leadership collaboration platform for faster, safer, and more compliant decision-making.
The role
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 Customer Success Manager to join our Customer Success team in the UK. 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 European 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’ll own and impact the customer relationship, working closely with multiple departments to support our scaling growth in the UK region and beyond.
Please note that we can only consider candidates located in London or close by, since the role involves meeting clients in person.
What you will do
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 100 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
What you bring
Full professional proficiency in English (C1)
At least 3 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
Nice to have
Fluency in another European language
Familiarity with virtual data rooms, board portals, or secure collaboration tools
Experience in sales
Our assessment process
Screening call with the Talent Acquisition Specialist (~45 mins)
Competency-based interview with the Talent Acquisition Specialist (60 mins)
Roleplay with the Hiring Manager (45 mins)
Hiring Manager interview (60 mins)
