Customer Success Associate (USA)

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.

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.

• 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

• 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

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

• 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)

We highly value our people, so we will empower you with all the resources and support to help you reach your full potential.

• Remote-first flexibility to shape your ideal workday

• Home workplace budget

• Co-working expense coverage

• Individual IT budget for extra equipment

• Top-tier tech and AI-powered tools

• Access to Ideals Academy with numerous courses

• Investment in external learning and development activities

• Guidance in Personal Development Plan creation

• Professional literature and subscriptions coverage

• Support of your passion as a speaker or writer

• Internal talent mobility opportunities

• 100% employer-paid health insurance for US employees with a 401(k) match program

• Mental health activities reimbursement

• Funding for sports competitions

• 20 business days of annual leave

• Paid health-related time off

• Budget for meetups with your local team

• Generous internal referral program

Commitment, Excellence, Collaboration, Trust and Care are core values to the Ideals team. For us, these are the principles that every Idealer lives and breathes. We are on the lookout for like-minded individuals who share our values. By doing so, we create a team where talents feel at ease and work to the best of their abilities.

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Ideals is an equal opportunity employer

At Ideals, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you need assistance or an accommodation due to a disability, you may inform us in the 'Additional information' field when submitting your application.