Customer Success Manager

GET TO KNOW US Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand https://www.g2.com/categories/virtual-data-room?tab=highest_rated in the secure business collaboration market. Trusted by over 2,000,000 users from 300,000 companies globally, we help people run high-stakes processes and make important decisions with less stress, higher quality, and shorter hours. Ideals Virtual Data Room (VDR) https://www.idealsvdr.com/: Secure document sharing and collaboration for due diligence, fundraising, corporate reporting, licensing, clinical trials, and other complex transactions. Ideals Board https://idealsboard.com/: Board and leadership collaboration platform for faster, safer, and more compliant decision-making. THE ROLE Ready to own the relationship with some of the most interesting clients in Ukraine and Eastern Europe? As our Customer Success Manager (Renewals & Growth), you will be the trusted advisor and the face of Ideals for about 180–200 clients. They rely on our Virtual Data Room and Ideals Board for high-stakes moments like fundraising, due diligence, and board decisions. You will guide clients from their first onboarding session through adoption, renewal and growth, and you will see the direct impact of your work on their success and on ours. You’ll partner with Sales, Product, Marketing and Support, and your clients’ feedback will help shape what we build next. This role is evolving towards a more commercial focus, with more room to lead renewal, upsell and cross-sell conversations. If you love building lasting relationships and want to grow your sales and negotiation skills, this is a great place to do it. You’ll work remotely, with the tools, AI support, and autonomy you need to do your best work. WHAT YOU WILL DO - Onboard new clients: learn their goals and run kick-off trainings - Build strong, long-term relationships through regular contact, account reviews and quick support by email or phone - Monitor client activity in the VDR, spot issues early and drive adoption and retention - Lead renewals, upgrades and new contracts, preparing proposals and supporting materials - Identify upsell and cross-sell opportunities, including Ideals Board - Create case studies and testimonials, secure client reviews for the referral program, and run exit interviews with churned clients - Collaborate with Sales, Product, Marketing and Support WHAT YOU BRING - 2-3+ years of experience in Customer Success or Account Management (or a similar role) - Proven experience with renewals, upsell and leading contract negotiations - Strong communication and relationship-building skills, with a customer-first mindset - Sales drive and a results-oriented approach - Accountability, structure and strong self-organization, as you will work remotely - Experience working with both Ukrainian and international clients - English at C1 level for client and team communication NICE TO HAVE - Background in outbound sales (SDR, BDR or Account Executive) before moving into Customer Success or Account Management - Experience with CRM or Customer Success platforms (HubSpot, PlanHat, Gainsight) - Experience using AI tools to analyse client portfolios and speed up your work - Experience in B2B SaaS OUR ASSESSMENT PROCESS - Screening call with the TA Specialist (40 min) - Role Play (45 min) - Competency-based interview with the TA Specialist (90 min) - Hiring Manager interview (90 min) WHAT WE OFFER We highly value our people, so we will empower you with all the resources and support to help you reach your full potential. FOR YOUR BEST WORK - Remote-first flexibility to shape your ideal workday - Home workplace budget - Resilient home budget for Ukraine-based teammates - Resilient office in Kyiv & co-working expense coverage - Individual IT budget for extra equipment - Top-tier tech and AI-powered tools FOR YOUR GROWTH - Access to Ideals Academy with numerous courses - Investment in external learning and development activities - Guidance in Personal Development Plan creation - Professional literature and subscriptions coverage - Support of your passion as a speaker or writer - Internal talent mobility opportunities FOR YOUR WELL-BEING - Medical insurance and Wellness Package for sports activities - Full coverage of mental health sessions for Ukrainian teammates - Funding for sports competitions - 20 business days of paid time off per year - Unlimited health-related time off EXTRA PERKS - Budget for meetups with your local team - Generous internal referral program 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 create a team where talents feel at ease and work to the best of their abilities. Discover more https://ideals.jobs/our-culture/. 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.