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 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 five consecutive years.

Currently, we are looking for a skilled Customer Success Associate to join our team in Colombia. In this role, you will provide exceptional post-sales support to our global clients, ensuring smooth onboarding, upgrades, renewals, and fostering long-term relationships. Leveraging your sharp analytical mindset and outstanding communication skills, you will understand client needs and translate them into actionable solutions.

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 global scaling.

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

• Engage with clients through their product journey and ensure an appropriate experience to increase adoption and retention

• Renew and client subscriptions based on their current needs

• Support clients through email 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

• 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

What you bring

• Fluency in English (C1)

• At least 1 year of work experience in account management, customer success, or client-facing roles

• Customer-driven personality with strong empathy and emotional intelligence

• Excellent communication, relationship-building, and presentation skills with the ability to adapt communication style to diverse clients and needs

• Analytical skills with attention to detail to solve challenges effectively

• Enthusiasm for working in a multicultural environment with a commitment to professional development

• Proactive attitude and strong work ethic, with a readiness to take on additional tasks as needed

Nice to have

• SaaS Industry experience

Our assessment process

• Screening call with the Talent Acquisition Specialist (30 min)

• Writing task (30 min)

• Role pay (45 min)

• Competency-based Interview with the Talent Acquisition Specialist (40 min)

• Hiring Manager interview (60 mins)