Customer Success Manager, Ideals

• Full professional proficiency in English (C1)
• At least 3 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

Desirable

• 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 Customer Success Manager to join our Customer Success team in the UK
• 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 European 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'll own and impact the customer relationship, working closely with multiple departments to support our scaling growth in the UK region and beyond
• 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 100 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

• Screening call with the Talent Acquisition Specialist (~45 mins)
• Competency-based interview with the Talent Acquisition Specialist (60 mins)
• Roleplay with the Hiring Manager (45 mins)
• Hiring Manager interview (60 mins)