Customer Success Manager

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Manage the relationship with approximately 180–200 clients across Ukraine and Eastern Europe.

• Facilitate the onboarding of new clients by understanding their objectives and conducting initial training sessions.

• Foster robust, long-lasting relationships via regular communication, account assessments, and prompt assistance via email or phone.

• Track client engagement within the VDR, identify potential issues proactively, and promote adoption and retention.

• Oversee contract renewals, upgrades, and new agreements, preparing necessary proposals and supporting documents.

• Discover opportunities for upselling and cross-selling, including those related to Ideals Board.

• Develop case studies and testimonials.

• Obtain client reviews for the referral initiative.

• Conduct exit interviews with clients who have churned.

• Collaborate with Sales, Product, Marketing, and Support teams.

• Provide client insights to influence future product enhancements.

⛳️ Requirements

• 2-3+ years of experience in Customer Success or Account Management (or a comparable role).

• Demonstrated success with contract renewals, upselling, and managing contract negotiations.

• Excellent communication and relationship-building abilities, with a focus on customer satisfaction.

• A sales-oriented mindset and a results-driven approach.

• High level of accountability, organizational skills, and strong self-management, as this role is remote.

• Experience working with both Ukrainian and international clients.

• Proficient in English at the C1 level for effective communication with clients and team members.

• Prior experience in outbound sales (SDR, BDR, or Account Executive) before transitioning to Customer Success or Account Management is advantageous.

• Familiarity with CRM or Customer Success platforms (HubSpot, PlanHat, Gainsight) is a plus.

• Experience using AI tools for analyzing client portfolios and enhancing workflow is beneficial.

• Previous experience in B2B SaaS is a plus.

🏝️ Benefits

• Remote-first flexibility to customize your workday.

• Budget for home office setup.

• Supportive home budget for teammates based in Ukraine.

• Resilient office space in Kyiv along with co-working expense reimbursement.

• Individual IT budget for additional equipment.

• Access to top-tier technology and AI-driven tools.

• Enrollment in Ideals Academy with a variety of courses.

• Investment in external learning and development opportunities.

• Assistance in creating a Personal Development Plan.

• Coverage for professional literature and subscriptions.

• Support for your interests as a speaker or writer.

• Opportunities for internal talent mobility.

• Medical insurance and a Wellness Package for engaging in sports activities.

• Full coverage of mental health sessions for teammates in Ukraine.

• Financial support for sports competitions.

• 20 business days of paid time off annually.

• Unlimited sick leave.

• Budget for team meetups within your local area.

• Generous internal referral program.