Senior Customer Success Manager

Summary

Join Ideals, a global B2B SaaS company, as a Senior Customer Success Manager! This post-sales role involves managing a portfolio of 200 accounts, focusing on renewals, onboarding, and expansion for high-value clients. You will drive customer adoption, maximize account potential, and directly influence revenue targets and client retention. This position offers a unique opportunity to build a strong track record in a fast-growing SaaS environment and contribute to the company's North American and global expansion. The role requires strong communication, interpersonal, and presentation skills, along with experience in B2B SaaS account management. Ideals offers a competitive compensation package and a remote-first work model.

Requirements

• Full professional proficiency in English (C1)
• At least 5 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

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 200 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

Preferred Qualifications

• Familiarity with data rooms, board portals, or secure collaboration tools
• Experience in sales
• Proficiency in Spanish

Benefits

• 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
• 100% employer-paid health insurance for US employees with a 401(k) match program
• Mental health activities reimbursement
• Reimbursement of participation in sports competitions
• 20 business days of annual leave
• Unlimited health-related time off
• Individual Development Plan based on your career interests
• Generous budget for learning and development activities
• Professional and self-development books and subscriptions compensation
• Ideals’ support of your passion as a speaker or writer
• Internal growth and internal mobility opportunities
• Team-building offline events
• Budget for local gatherings in global locations
• Generous internal referral program