Customer Success Manager (UK)

Get to know us

Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand in the secure business collaboration market. Trusted by over 2,000,000 users from 175,000 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): Secure document sharing and collaboration for due diligence, fundraising, corporate reporting, licensing, clinical trials, and other complex transactions.

Ideals Board: Board and leadership collaboration platform for faster, safer, and more compliant decision-making.

The role

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.

Please note that we can only consider candidates located in London or close by, since the role involves meeting clients in person.

What you will do

• 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

What you bring

• 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

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)

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

• 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

Extra perks

• Team-building offline and online events

• Budget for meetups with your local team

• Generous internal referral program