Get to know us

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.

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 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 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 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

What you bring

• 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

Nice to have

• Familiarity with data rooms, board portals, or secure collaboration tools
• Experience in sales
• Proficiency in Spanish

Our assessment process

• 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)