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 Premium Solutions Manager to join our team from 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.

The base compensation for this role will likely be between $75,000 to $90,000, with total compensation between $100,000 to $110,000.

What you will do

• Enable strategic and premium clients through high-touch operational execution, product guidance, and workflow coordination.

• Build trusted operational relationships with client stakeholders and become a dependable point of contact for project setup, product usage, and practical client needs.

• Guide clients during onboarding, project launch, migrations, and other critical project phases.

• Advise clients on best-practice setup, permissions, workflows, governance structures, Q&A processes, reporting, and user management.

• Analyze client usage, project-room setup, and recurring questions to identify practical risks, blockers, or adoption gaps.

• Investigate non-standard client issues, clarify root causes, and propose practical next steps or workarounds.

• Coordinate with Sales, Customer Success, Product, Technical Support, Legal, Security, Professional Services, and Operations to resolve client-critical matters efficiently.

• Ensure accurate documentation of client requests, actions, decisions, escalations, and follow-up items.

• Share recurring client issues and operational feedback with relevant internal teams.

• Delivering and automating custom reports/workflows with AI

• Delivery of bulk data manipulation/user invitation/reduction/translation/etc services, either by themselves or by coordinating professional service team

• Contribute to retention and expansion outcomes indirectly by improving client experience, product adoption, operational confidence, and trust in Ideals.

What you bring

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

• Customer-driven personality with empathetic and emotional intelligence skills

• Outside of the box problem solving skills and a resolution-focused mindset

• 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)

• Role play with the Hiring Manager (45 mins)

• Hiring Manager interview (60 mins)