iDeals is a fast-growing product company recognized as the most highly rated and customer-centric in a secure business collaboration market. With more than 1,000,000 users from 175,000 companies all over the world (mainly in the US and Europe), we are on a mission to build the most robust Virtual Data Room (VDR) solution that ensures secure confidential document sharing for online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals.
Delivering the best possible customer experience is key for iDeals. The Customer Success team is crucial in driving a high level of customer satisfaction. We are a fast-growing organization that doubled last year in size.
Currently, we are looking for a seasoned professional to lead the team of Customer Success Managers in Southern Europe and LATAM, driving the goal to increase the revenue and loyalty with our existing customers. This role reports directly to the VP of Customer Success and assumes the responsibility of leading, managing, and inspiring a world-class Customer Success team, driving Customer Success outcomes in the region, and being a role model for the team.
Our ideal candidate demonstrates a passion for customers, is focused on high customer satisfaction, enjoys driving people to perform at their best through coaching and teaching, understands the CSM processes, and drives productive communication and commercial approach.
This role is a unique opportunity to build an exceptional track record in a multinational hyper-growth SaaS environment and to influence the customer journey. We believe a strong CS Lead is critical to reaching the next level of success.
Being based in Madrid (commuting distance) would be a determining factor.
WHAT YOU WILL BE DOING:Managing and leading a remote team of CSMs: conducting 1:1, setting weekly and ad hoc tasks, prioritizing objectives, conducting team meetings, and driving individual performance appraisalsOptimize revenue and minimize churn for the install base for the regionHire and train the right talent into the teamFoster collaboration within the Customer Success Managers team and across the customer lifecycleEnsure that CSMs follow established processes in order to increase value for clients at each point of the journeyHandle complex customer issues and escalation requestsManage onboarding, training, dedicated project teamwork, renewals, advocacy, up-sell / cross-sell, and customer success management in the regionAlign with the VP of Customer Success on key metrics and objectivesAlign with regional Sales around effective handover, pre-sales assistance, advocacy needs, current trends, and selling with a retention focusAlign with other teams, such as BDM, Billing, Accounts Receivables, CS operations, and sales QA teams around team process compliance and mutual projectsMonitor individual SLAs, team KPIs, and OKRs completion. Organize regular reviews by the team and ensure good operational resultsManage processes, playbooks, and tools for proactive customer management, churn mitigation, and customer growth, advise on process changes to advance CS outcomeTrack and suggest improvements in tracking mechanisms for performance and operational metricsConsistently assess and bridge result gaps, including cross-functional projects and frameworksExpand our revenue in accounts (renewal / cross-sell / upsell)Assure high-quality communication with clients at each point of interactionEnsure actions taken to improve NPS in the regionReduce churn of recurring customers in the regionExpand our revenue in accounts through cross-selling and up-sellInfluence future lifetime value through higher product adoption, customer satisfaction, and overall health and sentiment scoresDrive new business growth in the region through greater advocacy and reference-abilityManage a portfolio of customers (20% of time)
WHAT YOU SHOULD HAVE:At least 5 years of experience in Customer Success or Sales in a SaaS company2 years of people management experience Experience in negotiations and closing deals (new business or upsell \ cross-sell)Fluency in English and Spanish; knowledge of additional languages is an assetStrong relationships building skills with people of diverse backgrounds and desire to keep building relationshipsExperience working with customers in more than one countryExperience hiring, motivating, coaching, and developing teamsProfound leadership skills with a passion for talent growth and building high-performing collaborative teamsExcellent verbal and written communications skillsSelf-motivated, with high energy and an engaging level of enthusiasmDriven to deliver the best customer experience
WHAT WE OFFER:Top-market compensationThe environment with hyper-growth potential and opportunities for your career developmentUnlimited budget for your professional learning and development activitiesBudget for home office setupHigh-end laptop and monitor – based on your working needsBudget for additional IT equipmentReimbursement of co-working space expensesMedical insurance with flexible coveragePaid time off in accordance with the local labor legislationPaid health-related time offExtra well-being benefits: compensation for sports, yoga, mental, and other health and wellness-related activitiesFull transparency and alignment between your and company’s goalsThoughtful, qualified, diverse, and motivated team membersStrong company culture and values that are genuinely supported by the teamCorporate events, holiday celebrations, team building activities
We are driven by the mission of creating exceptional experiences for employees and customers alike. Our unwavering values of commitment and excellence inspire us to set the bar high, achieve the most ambitious goals and push the limits further.
Our diversity and different perspectives are the foundation of our success. Our two values collaboration and trust ensure that everyone has access to all the information, proactively shares thoughts, and leverages the teammates’ diverse opinions, experiences, and backgrounds. Both values help us to solve the most challenging problems.
Last but not least, care value drives us to create a positive work environment and make everyone feel valued. We also stand for iDealers’ physical, mental, financial, and personal well-being and encourage a healthy lifestyle and active living.
iDealers work in a remote-first model, meaning we collaborate remotely from anywhere – either home, cafe, co-working space, or one of our offices. And although we are located across the globe, we stay connected with the help of technology and ensure that everyone on our team feels surrounded by teammates and engaged with our common goals.
iDeals is an equal-opportunity employer.
iDeals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, or citizenship.