ideals - Customer Success Manager (UK)
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Requirements
• 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 • Fluency in another European language • Familiarity with data rooms, board portals, or secure collaboration tools • Our assessment process • 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)
Responsibilities
• 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
Benefits
• 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 • 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 • Tailored Wellness Package (1500 GBP/a year) for health-related activities • Funding for sports competitions • Paid health-related time-off • 25 business days of annual leave • NEST pension program contribution • Team-building offline and online events • Budget for meetups with your local team • Generous internal referral program • 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.
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