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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 focus.
- Benefits: Enjoy remote work flexibility, a home workplace budget, and co-working expense coverage.
- Why this job: Make a real impact in a fast-evolving SaaS environment while driving customer success.
- Qualifications: 3+ years in Account Management or Customer Success, preferably in B2B SaaS.
- Other info: Be part of a celebrated team with excellent career growth opportunities.
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. Our Customer Success team has been instrumental 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 maximise account potential, with direct influence over revenue targets and client retention.
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 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:
- 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).
Unrivaled recognition:
We’re proud to be celebrated by our customers and teammates. G2 Market Leader based on 600+ reviews, 4.7 out of 5. Trusted by talent based on 100+ reviews, 4.8 out of 5.
Reach globally with a team celebrated by your sales peers. You’ll enjoy the right blend of support and autonomy to help you reach your full potential, anywhere in the world. Remote-first flexibility to shape your ideal workday. Home workplace budget. Co-working expense coverage.
Customer Success Manager (UK) employer: Idealsvdr
Contact Detail:
Idealsvdr 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, like 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
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for roleplay scenarios during interviews. Since you'll be managing high-value accounts, practice how you'd handle client conversations, renewals, and upselling. Show them you can think on your feet!
✨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 team at Ideals.
We think you need these skills to ace Customer Success Manager (UK)
Some tips for your application 🫡
Do Your Homework: Before you start writing your application, take some time to research Ideals and our products. Understanding our mission and values will help you tailor your application to show how you can contribute to our customer success goals.
Showcase Your Experience: Make sure to highlight your relevant experience in B2B SaaS and customer success. Use specific examples that demonstrate your ability to manage accounts, drive renewals, and enhance customer satisfaction. We love seeing how you've made an impact in previous roles!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who is not just qualified but also a great fit for our team culture. Share your passion for customer success and how you connect with clients on a personal level.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates about the process. Plus, it shows your enthusiasm for joining our team!
How to prepare for a job interview at Idealsvdr
✨Know Your Product Inside Out
Before the interview, make sure you understand Ideals' products thoroughly. Familiarise yourself with the Virtual Data Room and Board platforms, and think about how they can benefit potential clients. This knowledge will help you demonstrate your ability to drive customer success effectively.
✨Showcase Your Customer-Centric Approach
Prepare examples from your past experience that highlight your customer-driven personality. Think of specific instances where you've successfully managed client relationships, driven renewals, or expanded accounts. This will show that you have the empathetic and emotional intelligence skills needed for the role.
✨Be Ready for Roleplay Scenarios
Since there's a roleplay component in the assessment process, practice handling commercial conversations. Prepare to discuss pricing, upselling, and managing client expectations. This will help you feel more confident and showcase your ability to lead these discussions effectively.
✨Research the Company Culture
Take some time to understand Ideals' company culture and values. Knowing their commitment to customer satisfaction and their recognition as a market leader will allow you to align your answers with their mission. This shows that you're not just interested in the role, but also in being part of their team.
