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

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’re looking for a skilled and customer-focused Customer Success Associate to join our team in the Boston, NYC, or Chicago area.

In this role, your primary objective will be to provide exceptional post-sales support to clients, working closely with the Field Sales teams across the US. We are seeking a tech-savvy individual with a keen analytical mindset, capable of comprehending and communicating complex issues in a clear and concise manner.

This is a unique opportunity to build an excellent track record in a multinational, mature yet fast-evolving SaaS environment.

What you will do:

• Participating in pre-sales demo calls to assist Field Sales in product-related overview

• Assist Field Sales team with product-related management, including project launch

• Assist Field Sales team with initiating and maintaining initial deal and contract flow

• Manage the relationship of Field Sales clients along with a portfolio of Premier clients

• Conducting kick-off (onboarding) trainings for new and existing clients

• Renewing and upgrading subscriptions of clients according to customer’s current need, assisting existing customers with new contracts

• Providing clients with supporting documentation, materials and proposals to assist clients with contract renewal

• Supporting clients through email/phone/Zoom when client has a question or a concern

• Assisting clients with product and billing-related issues

• Conducting exit interviews with churned clients, interviewing NPS detractors

• Securing satisfied client reviews and testimonials

• Assisting the CSM team with miscellaneous client-related activities

What we look for

• Minimum of 2 years of work experience as a Customer Success or Account Manager, or a Customer Support role

• Customer-driven personality with empathetic and emotional intelligence skills

• Excellent communication, interpersonal, and presentation skills

• Strong relationship-building skills and the ability to adapt to a client’s communication style

• Analytical skills and attention to detail

• Passion for international cooperation and professional development

• Readiness and enthusiasm to take on additional tasks when necessary, along with a responsible and proactive work ethic

• Entrepreneurial in nature with a proactive approach

• Native-level proficiency in English

Nice to have

• SaaS, financial, fintech, or information security industry background

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)

• Hiring Manager interview (60 mins)