Get to know us
Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric 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 role
Delivering 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.
Currently, we are looking for a skilled Senior Account Manager to join our Customer Success team in Sao Paulo, Brazil. In this role, you will provide exceptional post-sales support to clients, ensuring account development, renewals, and fostering long-term relationships. Leveraging your sharp analytical mindset and outstanding communication skills, you will understand client needs and translate them into actionable solutions.
This is a unique opportunity to build an excellent track record in a multinational, mature yet fast-evolving SaaS environment. You will directly enhance customer satisfaction and retention, supporting our scaling in the LATAM region and globally.
What you will do
- Research and study new clients to identify their expected value from the product
- Conduct kick-off (onboarding) training for new clients
- Manage a portfolio of 100 accounts, ensuring structured follow-ups, pipeline prioritization, and consistent engagement throughout the customer journey
- Engage with clients through their product journey and ensure appropriate experience to increase adoption and retention
- Drive renewals and expansions proactively, based on account usage, growth potential, and business insights
- Support clients through email/phone when they have a question or a concern
- Conduct exit interviews with churned clients
- Monitor client activity in the VDR, anticipating potential issues, and promptly address them to maintain high client satisfaction
- Perform regular check-ins to probe the client for additional needs and assist with possible issues
- Drive the referral program by securing satisfied client reviews and testimonials
- Develop case study materials for use by Sales Executives Establish and nurture strong client relationships to enhance loyalty
- Participate in project activities to improve the Customer Success Process or introduce new customer success initiatives
- Manage Enterprise clients in close collaboration with the Business Development and Project Management Office Teams
What you bring
- Native-level Portuguese and full professional proficiency in English (C1)
- At least 5 years of experience as an Account Manager, CSM, or AE, preferably in SaaS
- Proven track record managing a book of business of 50+ accounts, with a strong ability to plan, organize and prioritize effectively
- Sharp commercial acumen — comfortable analyzing client needs, identifying upsell opportunities, and linking usage data to business outcomes
- Customer-driven personality with empathetic and emotional intelligence skills
- Excellent communication, interpersonal, and presentation skills
Nice to have
- Spanish language at conversational level or higher
- Сross-selling experience
- Familiarity with data rooms, board portals, or secure collaboration tools
Our assessment process
- Screening call with the Talent Acquisition Specialist (45 mins)
- Roleplay with the Hiring Manager (1 hour)
- Competency-based interview with the Talent Acquisition Specialist (60 mins)
- Hiring Manager interview (60 mins)
