Customer Success Associate (USA)

Ideals

3d•Remote

About The Position

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.

Requirements

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 Haves

SaaS, financial, fintech, or information security industry background

Responsibilities

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

Benefits

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