Customer Success Manager UK

Idealsvdr; Greater London; Hybrid; GBP 50,000 - GBP 70,000; Full time

Job summary

A leading SaaS company is looking for a Customer Success Manager to join their team in the UK. This post-sales role requires managing a portfolio of high-value B2B clients, ensuring customer satisfaction and driving adoption. The ideal candidate has over 3 years of experience in account management within the SaaS sector, demonstrating strong interpersonal skills and a customer-driven approach. Ideal candidates should be located in or near London to facilitate in-person meetings, with additional benefits including remote-first flexibility.

Benefits

Home workplace budget

Co-working expense coverage

Remote-first flexibility

Qualifications

• At least 3 years of experience as an Account Manager or a CSM in B2B, preferably in SaaS.
• Proven track record managing a book of business of 50+ accounts.
• Experience driving MRR/ARR growth through renewals, upsells, or cross-sells.

Responsibilities

• Research new clients to identify their expected value from the product.
• Conduct onboarding trainings for new clients.
• Manage a portfolio of roughly 100 accounts with structured follow-ups.
• Execute renewals and expansions based on account usage.
• Drive customer advocacy initiatives by securing satisfied client reviews.

Skills

Full professional proficiency in English (C1)

Account Management

Customer-driven personality

Communication skills

Interpersonal skills

Presentation skills

Job description

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 175,000 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

Delivering an exceptional customer experience is key at Ideals. 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 are looking for a Customer Success Manager to join our Customer Success team in the UK. This is a post-sales role with full portfolio ownership: you’ll lead renewals, onboarding, and account expansion for high-value B2B clients, including some of the most strategic names in our European portfolio.

You’ll work cross-functionally to drive adoption and maximize account potential, with direct influence over revenue targets and client retention. This is a unique opportunity to build an excellent track record in a multinational, mature yet fast-evolving SaaS environment. You’ll own and impact the customer relationship, working closely with multiple departments to support our scaling growth in the UK region and beyond.

Please note that we can only consider candidates located in London or close by, since the role involves meeting clients in person.

What you will do

Research and study new clients to identify their expected value from the product and future potential growth opportunities

Conduct kick-off (onboarding) trainings for new clients

Manage a portfolio of roughly 100 accounts – including 30% high-touch – with structured follow-ups, clear prioritization, and proactive engagement across the entire customer journey

Execute renewals and expansions proactively, based on account usage, growth potential, and business insights

Conduct exit interviews with churned clients

Drive customer advocacy initiatives by securing satisfied client reviews, testimonials, or case studies

Participate in special projects to improve the customer success playbooks or introduce new customer success activities

What you bring

Full professional proficiency in English (C1)

At least 3 years of experience as an Account Manager or a CSM in B2B, preferably in SaaS

Proven track record managing a book of business of 50+ accounts, with a strong ability to plan, organize and prioritize effectively

Experience driving MRR/ARR growth through renewals, upsells, or cross-sells

Experience in leading commercial conversations with the client (e.g., pricing, discounting, upselling)

Customer-driven personality with empathetic and emotional intelligence skills

Excellent communication, interpersonal, and presentation skills

Nice to have

Fluency in another European language

Familiarity with data rooms, board portals, or secure collaboration tools

Experience in sales

Our assessment process

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)

Unrivaled recognition

We’re proud to be celebrated by our customers and teammates

G2 Market Leader

Based on 600+ reviews

4.7 out of 5

Trusted by talent

based on 100+ reviews

4.8 out of 5

Reach globally
with a team celebrated by your sales peers

You’ll enjoy the right blend of support and autonomy to help you reach your full potential, anywhere in the world

Remote-first flexibility to shape your ideal workday

Home workplace budget

Co-working expense coverage