Customer Success Manager (USA)

United States
Sales

Stand out as a global creator. Join our team and contribute to the B2B SaaS platform that empowers secure and efficient collaboration for high impact projects all around the globe.

Currently, we are looking for a talented and client-focused senior Customer Success Manager to join our team in the United States. In this role, your main objective will be to take care of clients in the post-sales process, upgrade, renew, and capitalize on client experience. We are looking for a tech-savvy individual with a strong analytical mind who can quickly understand and communicate complex issues in a simple manner. 

WHAT YOU WILL BE DOING:

  • Researching, studying new clients, and identifying their expected value from the product
  • Conducting kick-off (onboarding) training for new clients
  • Engaging with clients through their product journey and ensuring appropriate experience to increase adoption and retention
  • Renewing and upgrading subscriptions of clients proactively according to customer’s current need
  • Supporting clients through email/phone when the client has a question or a concern
  • Conducting exit interviews with churned clients
  • Monitoring clients activity in VDR, identifying potential issues in advance and addressing them with the client to keep client satisfaction on a high level
  • Conducting regular check-ins to probe the client for additional needs and assist with possible issues
  • Driving the referral program by securing satisfied client reviews and testimonials submitted
  • Developing Case study materials for Sales Executives use
  • Building and maintaining strong relationships with clients to increase client loyalty
  • Being involved in project activities to improve the Customer Success Process or launch a new type of Customer Success
  • Managing Enterprise clients in close cooperation with Business Development and Project Management Office Teams
  • WHAT YOU SHOULD HAVE:

  • 5+ years of work experience as customer success or customer relationship manager
  • Customer-driven personality, empathetic with emotional intelligence skills
  • Excellent communication, interpersonal, and presentation skills
  • Great relationship-building skills and ability to adjust to a communication style of a client
  • Analytical skills and attention to detail
  • Passion for international cooperation and professional development
  • Readiness and enthusiasm to take over additional tasks when necessary; responsibility and proactive work ethic
  • WHAT WE OFFER:

  • Attractive and competitive salary
  • Opportunities for professional development and personal growth
  • International team and ability to work in a global corporate culture
  • iDeals Wellness Package to cover any medical expenses, including insurance
  • Statuary paid vacation and sick leave as agreed with the manager.
  • Regular performance and salary reviews
  • Unlimited learning and development activities that aim to develop individual skills/competencies and directly impact your results. It includes different webinars, courses, seminars that develop your hard skills.
  • Budget for attending inspiration and networking events, such as conferences. We believe that such events inspire, increase the energy and enthusiasm level for new achievements.
  • OKR-based planning – transparent strategy
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    Since 2008, iDeals has won the trust of half a million business users. We have supported thousands of customers to run high-value and mission-critical projects, from the cross-border sales of multi-billion-dollar assets, to the development of revolutionary biotech products. The growth goes on: the team is getting stronger, our client base and revenues are increasing year on year.

    Commitment to excellence has made iDeals the choice of big names, as well as ambitious startups. Our company is recognized as the highest-rated and most customer-centric in the secure business collaboration market.

    With us, you will grow professionally by doing work you can be proud of, receive top-market compensation, and collaborate with a motivated and diverse team.