Customer Success Manager

The role

You will act as a trusted advisor for 180–200 clients in Ukraine and Eastern Europe. You will guide clients through onboarding, adoption, renewal, and growth using Virtual Data Room and Ideals Board products.

What you will do

• Onboard new clients through kick-off trainings
• Build long-term relationships through regular contact, account reviews, and support
• Monitor client activity to drive adoption and retention
• Lead renewals, upgrades, and new contracts
• Identify upsell and cross-sell opportunities
• Create case studies and testimonials
• Secure client reviews for the referral program
• Run exit interviews with churned clients
• Collaborate with Sales, Product, Marketing and Support

Required qualifications

• 2-3+ years of experience in Customer Success or Account Management (or a similar role)
• Proven experience with renewals, upsell and leading contract negotiations
• Strong communication and relationship-building skills
• Sales drive and a results-oriented approach
• Accountability, structure and strong self-organization
• Experience working with both Ukrainian and international clients
• English at C1 level

Nice to have

• Background in outbound sales (SDR, BDR or Account Executive)
• Experience with CRM or Customer Success platforms (HubSpot, PlanHat, Gainsight)
• Experience using AI tools to analyse client portfolios
• Experience in B2B SaaS

Benefits

• Remote-first flexibility
• Home workplace budget
• Resilient home budget for Ukraine-based teammates
• Resilient office in Kyiv & co-working expense coverage
• Individual IT budget for extra equipment
• Top-tier tech and AI-powered tools
• Access to Ideals Academy
• 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

Before you apply

• Screening call with the TA Specialist (40 min)
• Role Play (45 min)
• Competency-based interview with the TA Specialist (90 min)
• Hiring Manager interview (90 min)

About the company

Ideals is a global B2B SaaS product company in the secure business collaboration market. They provide Virtual Data Room and Ideals Board platforms for high-stakes processes.