Customer Success Manager

Responsibilities

The Customer Success Manager will manage a portfolio of 180-200 clients, guiding them from onboarding through adoption, renewal, and growth. They will collaborate with internal teams to identify upsell opportunities and ensure high levels of client satisfaction and retention.

Requirements

Candidates must have 2-3+ years of experience in Customer Success or Account Management with a proven track record in renewals and contract negotiations. Strong communication skills and a customer-first mindset are essential, along with C1 level English proficiency.

Skills

• Customer Success
• Account Management
• Renewals
• Upselling
• Cross-selling
• Contract negotiation
• Relationship building
• Communication
• CRM
• SaaS
• Data analysis
• AI tools
• Client onboarding
• Retention
• Strategic planning

Benefits

• Remote-first flexibility
• Home workplace budget
• Resilient home budget
• Individual IT budget
• Medical insurance
• Wellness package
• Mental health sessions
• Paid time off
• Unlimited health-related time off

About this role

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 300,000 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
Ready to own the relationship with some of the most interesting clients in Ukraine and Eastern Europe? As our Customer Success Manager (Renewals & Growth), you will be the trusted advisor and the face of Ideals for about 180–200 clients. They rely on our Virtual Data Room and Ideals Board for high-stakes moments like fundraising, due diligence, and board decisions.
You will guide clients from their first onboarding session through adoption, renewal and growth, and you will see the direct impact of your work on their success and on ours. You’ll partner with Sales, Product, Marketing and Support, and your clients’ feedback will help shape what we build next.
This role is evolving towards a more commercial focus, with more room to lead renewal, upsell and cross-sell conversations. If you love building lasting relationships and want to grow your sales and negotiation skills, this is a great place to do it. You’ll work remotely, with the tools, AI support, and autonomy you need to do your best work.
What you will do
Onboard new clients: learn their goals and run kick-off trainings
Build strong, long-term relationships through regular contact, account reviews and quick support by email or phone
Monitor client activity in the VDR, spot issues early and drive adoption and retention
Lead renewals, upgrades and new contracts, preparing proposals and supporting materials
Identify upsell and cross-sell opportunities, including Ideals Board
Create case studies and testimonials, secure client reviews for the referral program, and run exit interviews with churned clients
Collaborate with Sales, Product, Marketing and Support
What you bring
2-3+ years of experience in Customer Success or Account Management (or a similar role)
Proven experience with renewals, upsell and leading contract negotiations
Strong communication and relationship-building skills, with a customer-first mindset
Sales drive and a results-oriented approach
Accountability, structure and strong self-organization, as you will work remotely
Experience working with both Ukrainian and international clients
English at C1 level for client and team communication
Nice to have
Background in outbound sales (SDR, BDR or Account Executive) before moving into Customer Success or Account Management
Experience with CRM or Customer Success platforms (HubSpot, PlanHat, Gainsight)
Experience using AI tools to analyse client portfolios and speed up your work
Experience in B2B SaaS
Our assessment process
Screening call with the TA Specialist (40 min)
Role Play (45 min)
Competency-based interview with the TA Specialist (90 min)
Hiring Manager interview (90 min)
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
Resilient home budget for Ukraine-based teammates
Resilient office in Kyiv & 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
Medical insurance and Wellness Package for sports activities
Full coverage of mental health sessions for Ukrainian teammates
Funding for sports competitions
20 business days of paid time off per year
Unlimited health-related time off
Extra perks
Budget for meetups with your local team
Generous internal referral program
Our culture
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.
Discover more.
Ideals is an equal opportunity employer
Ideals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, or citizenship.

About Ideals

Software Development · 501-1,000 employees · headquartered in International, Global · founded 2008