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.
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.

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
Nice to have: Fluency in another European language
Familiarity with data rooms, board portals, or secure collaboration tools
Experience in sales

Customer Success Manager

Key skills