Customer Success Manager (Colombia)
Get to know us
Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand in a secure business collaboration market. Trusted by more than 2,000,000 users from 175,000 companies globally, we are on a mission to create more prosperity in the world by accelerating high-stakes business decisions. We achieve this by delivering extremely intuitive and robust software products that help people make impactful decisions with less stress, higher quality, and shorter hours:
Ideals Virtual Data Room: A web-based cloud platform used by companies in a wide range of industries to ensure secure confidential document sharing for online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals.
Ideals Board: A cloud platform with web and mobile applications used by board members, CEOs, executives, and corporate secretaries, to streamline governance and improve high-stake decisions in a fast, secure, and compliant way.
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 Colombia (remotely). 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 North America 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 will own and impact the customer relationship, working closely with multiple departments to support our scaling growth in the North America region and globally.
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 150 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) and Spanish (native)
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 with the North America region
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
Familiarity with data rooms, board portals, or secure collaboration tools
Experience in sales
Proficiency in Spanish
Our assessment process
Screening call with the Talent Acquisition Specialist (~30 mins)
Competency-based interview with the Talent Acquisition Specialist (60 mins)
Roleplay with the Hiring Manager (45 mins)
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 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
For your well-being
Tailored Wellness Package for your physical and mental health
Health insurance via Alan Blue program
Funding for sports competitions
Paid health-related time-off
Extra perks
Team-building offline and online events
Budget for meetups with your local team
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.