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- Tasks: Deliver exceptional customer experiences and manage high-value B2B client accounts.
- Company: Join Ideals, a leading global B2B SaaS company with a customer-centric approach.
- Benefits: Enjoy remote flexibility, wellness packages, and professional development opportunities.
- Why this job: Make a real impact in a fast-evolving SaaS environment while building your career.
- Qualifications: 3+ years in Account Management or Customer Success, preferably in SaaS.
- Other info: Be part of a diverse team that values commitment, excellence, and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
Ideals is a global B2B SaaS product company recognised 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.
The role of Customer Success Manager is crucial in delivering an exceptional customer experience at Ideals. 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 maximise account potential, with direct influence over revenue targets and client retention.
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 prioritisation, 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, organise and prioritise 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 includes a screening call with the Talent Acquisition Specialist, a competency-based interview, roleplay with the Hiring Manager, and a final interview with the Hiring Manager.
What we offer:
- Remote-first flexibility to shape your ideal workday.
- Home workplace budget.
- Co-working expense coverage.
- Individual IT budget for extra equipment.
- Access to Ideals Academy with numerous courses.
- Investment in external learning and development activities.
- Guidance in Personal Development Plan creation.
- Tailored Wellness Package (1500 GBP/a year) for health-related activities.
- 25 business days of annual leave.
- NEST pension program contribution.
Our culture is built on commitment, excellence, collaboration, trust, and care. We are on the lookout for like-minded individuals who share our values.
Ideals is an equal opportunity employer and embraces diversity, inviting applications from people from all walks of life.
Customer Success Manager (UK) employer: Ideals
Contact Detail:
Ideals Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager (UK)
✨Tip Number 1
Get to know the company inside out! Research Ideals and its products, especially the Virtual Data Room and Board platform. This will help you tailor your conversations and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your pitch! Be ready to discuss how your experience aligns with the role of Customer Success Manager. Highlight your past successes in managing accounts and driving growth, as this is key for the position.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and maybe even give you a heads-up on what the interviewers are looking for.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Ideals team!
We think you need these skills to ace Customer Success Manager (UK)
Some tips for your application 🫡
Show Your Customer-Centric Side: When writing your application, make sure to highlight your experience in delivering exceptional customer service. We want to see how you've gone above and beyond for clients in the past!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific skills and experiences that match the Customer Success Manager role at Ideals. We love seeing candidates who put in the effort!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read through your achievements and experiences. We appreciate straightforward communication!
Apply Through Our Website: Make sure to apply through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at Ideals
✨Know Your Clients
Before the interview, research Ideals and its client base. Understand their needs and how the Customer Success Manager role can enhance their experience. This will show your proactive approach and genuine interest in the company.
✨Showcase Your Experience
Prepare specific examples from your past roles that demonstrate your ability to manage accounts, drive renewals, and engage clients effectively. Highlight any successes in upselling or cross-selling, as this is crucial for the role.
✨Practice Roleplay Scenarios
Since the interview includes a roleplay with the Hiring Manager, practice common customer scenarios. Think about how you would handle onboarding, renewals, or addressing client concerns. This will help you feel more confident during the actual interview.
✨Emphasise Soft Skills
The role requires strong communication and interpersonal skills. Be ready to discuss how your empathetic nature and emotional intelligence have helped you build relationships with clients in the past. This will align well with Ideals' customer-driven culture.
