Get to know us

Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric in a secure business collaboration market. Trusted by more than 2,000,000 users from 175,000 companies globally, we are on a mission to create more prosperity in the world by accelerating high-stakes business decisions. We achieve this by delivering extremely intuitive and robust software products that help people make impactful decisions with less stress, higher quality, and shorter hours:

Ideals Virtual Data Room: A web-based cloud platform used by companies in a wide range of industries to ensure secure confidential document sharing for online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals.

Ideals Board: A cloud platform with web and mobile applications used by board members, CEOs, executives, and corporate secretaries, to streamline governance and improve high-stake decisions in a fast, secure, and compliant way.

The role

Delivering 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 Senior Account Manager to join our Customer Success team in Sao Paulo or Rio, Brazil. This is a post-sales role with full portfolio ownership: you’ll lead renewals, upsells, and account expansion for high-value B2B clients – including some of the most strategic names in our LATAM portfolio.

You’ll work cross-functionally to drive adoption and maximize account potential, with direct influence over revenue targets and client outcomes.

This is a unique opportunity to build an excellent track record in a multinational, mature yet fast-evolving SaaS environment. You will directly enhance customer satisfaction and retention, supporting our scaling in the LATAM region and globally.

What you will do

• Research and study new clients to identify their expected value from the product
• Conduct kick-off (onboarding) training for new clients
• Manage a portfolio of 100 accounts – including 30% high-touch – with structured follow-ups, clear prioritization, and proactive engagement across the entire customer journey
• Engage with clients through their product journey and ensure appropriate experience to increase adoption and retention
• Execute renewals and expansions proactively, based on account usage, growth potential, and business insights
• Support clients through email/phone when they have a question or a concern
• Conduct exit interviews with churned clients
• Monitor client activity in the VDR, anticipating potential issues, and promptly address them to maintain high client satisfaction
• Perform regular check-ins to probe the client for additional needs and assist with possible issues
• Drive the referral program by securing satisfied client reviews and testimonials
• Develop case study materials for use by Sales Executives Establish and nurture strong client relationships to enhance loyalty
• Participate in project activities to improve the Customer Success Process or introduce new customer success initiatives
• Manage Enterprise clients in close collaboration with the Business Development and Project Management Office Teams

What you bring

• Native-level Portuguese and 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 the commercial conversations with the client (e.g., pricing, discounting, upsell)
• Customer-driven personality with empathetic and emotional intelligence skills
• Excellent communication, interpersonal, and presentation skills

Nice to have

• Spanish language at conversational level or higher
• 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)
• Roleplay with the Hiring Manager (1 hour)
• Competency-based interview with the Talent Acquisition Specialist (90 mins)
• Hiring Manager interview (60 mins)