(Senior) Customer Success Manager, APAC

Customer Success

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 1,000,000 users from 175,000 companies globally, we are on a mission to create more prosperity in the world by accelerating high-stake 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

Currently, we are looking for a (Senior) Customer Success Manager to join our team in Singapore. In this role, your primary objective will be to provide exceptional post-sales support to clients, manage renewals, drive revenue growth from upselling & cross-selling, and leveraging their overall experience. This role will report to the Customer Success Team Lead (Germany based).

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
  • Engage with clients through their product journey and ensure appropriate experience to increase adoption and retention
  • Proactively renew and upgrade client subscriptions based on their current needs
  • 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 & negotiate with enterprise clients in close collaboration with the Business Development and Project Management Office Teams
  • What We Look For

  • Strong fluency in English (at least C2), and proficiency in other languages spoken in the APAC region is a plus
  • At least 4 years of B2B sales experience, including at least 2 years in CSM or Account Management role
  • Experience in enterprise account management, strong negotiation skills to close deals with clients are required
  • Customer-driven personality, demonstrating empathy and emotional intelligence skills
  • Excellent communication, interpersonal, and presentation skills
  • Strong relationship-building skills and ability to adapt to a client’s communication style
  • Analytical skills and attention to detail
  • Passion for international cooperation and professional development
  • Readiness and enthusiasm to take on extra tasks when necessary, maintaining a responsible and proactive work ethic
  • What We Offer

    Our people mean a great deal to us, so we will provide you with the benefits, resources and support you need to succeed.

    Salary Structure: base pay (85%) and performance-based bonus

    For your work

  • Remote-first model with teams distributed globally 
  • Home office set up budget 
  • High-end laptop, monitor and any additional IT equipment needed
  • Reimbursement of co-working space expenses
  • For your well-being

  • Medical insurance with flexible coverage
  • Extra well-being benefits: compensation for sports, yoga, mental, and other health and wellness-related activities
  • Reimbursement of participation in sports competitions
  • For your growth

  • Individual Development Plan based on your career interests 
  • Unlimited budget for learning and development activities
  • Professional and self-development books and subscriptions compensation
  • Sponsorship of inspirational events, conferences and meetups attendance
  • iDeals’ support of your passion as a speaker or writer
  • Internal growth and internal mobility policies
  • Extra perks

  • Regular off-site company retreats 
  • Team-building budgets for local meetups
  • Monthly Pizza Fridays at global office locations
  • Generous internal referral program
  • iDeals Surprise Boxes from the People Experience Team
  • Our Culture

    Commitment, Excellence, Collaboration, Trust and Care are core values to the iDeals team. For us, these are the principles that every iDealer lives and breathes. We are on the lookout for like-minded individuals who share our values. By doing so, we are able to create a team where talents feel at ease and are able to work to the best of their abilities.

    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. 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. Care 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 from anywhere – either home, cafe, co-working space, or one of our offices. Some roles may have specific location-based requirements, including in-office and client interactions. Despite being located across the globe, we stay connected through the latest tools and technologies, ensuring 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, citizenship.