Customer Success Associate (Colombia)
Get to know us
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 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 five consecutive years.
Currently, we are looking for a skilled Customer Success Associate to join our team in Colombia. In this role, you will provide exceptional post-sales support to our global clients, ensuring smooth onboarding, upgrades, renewals, and fostering long-term relationships. Leveraging your sharp analytical mindset and outstanding communication skills, you will understand client needs and translate them into actionable solutions.
This is a unique opportunity to build an excellent track record in a multinational, mature yet fast-evolving SaaS environment. You will directly enhance customer satisfaction and retention, supporting our global scaling.
What you will do
Research and study new clients to identify their expected value from the product
Conduct kick-off (onboarding) training for new clients
Engage with clients through their product journey and ensure an appropriate experience to increase adoption and retention
Renew and client subscriptions based on their current needs
Support clients through email when they have a question or a concern
Conduct exit interviews with churned clients
Monitor client activity in the VDR, anticipating potential issues, and promptly address them to maintain high client satisfaction
Perform regular check-ins to probe the client for additional needs and assist with possible issues
Drive the referral program by securing satisfied client reviews and testimonials
Establish and nurture strong client relationships to enhance loyalty
Participate in project activities to improve the Customer Success Process or introduce new customer success initiatives
What you bring
Fluency in English (C1)
At least 1 year of work experience in account management, customer success, or client-facing roles
Customer-driven personality with strong empathy and emotional intelligence
Excellent communication, relationship-building, and presentation skills with the ability to adapt communication style to diverse clients and needs
Analytical skills with attention to detail to solve challenges effectively
Enthusiasm for working in a multicultural environment with a commitment to professional development
Proactive attitude and strong work ethic, with a readiness to take on additional tasks as needed
Nice to have
SaaS Industry experience
Our assessment process
Screening call with the Talent Acquisition Specialist (30 min)
Writing task (30 min)
Role pay (45 min)
Competency-based Interview with the Talent Acquisition Specialist (40 min)
Hiring Manager interview (60 mins)
What we offer
We highly value our people, so we will empower you with all the resources and support to help you reach your full potential.
For your best work
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
For your growth
Access to Ideals Academy with numerous courses
Investment in external L&D 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
For your well-being
Tailored Wellness Package for your physical and mental health
Funding for sports competitions
Paid health-related time-off
Extra perks
Team-building offline and online events
Budget for local gatherings in global locations
Generous internal referral program
Our culture
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.
Ideals is an equal opportunity employer
Ideals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, or citizenship.
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