Customer Success Manager (UK)

iDeals Solutions Group Limited

Job Overview

Location

London, United Kingdom

Job Type

Full-time

Full Job Description

📋 Description

• Own and manage a portfolio of approximately 100 B2B SaaS accounts, including 30% high-touch clients, ensuring end-to-end customer journey engagement from onboarding to renewal and expansion.
• Conduct initial onboarding trainings for new clients to ensure successful product adoption and alignment with expected business outcomes.
• Proactively drive renewals and account expansions based on usage data, growth potential, and commercial insights, directly influencing MRR/ARR targets.
• Perform exit interviews with churned clients to gather feedback and identify improvement opportunities for the customer success team.
• Lead commercial conversations with clients on pricing, discounting, upselling, and contract terms to maximize revenue retention and growth.
• Identify and cultivate customer advocacy opportunities by securing reviews, testimonials, and case studies from satisfied clients.
• Research and analyze new clients to assess their potential value, usage patterns, and future expansion opportunities within their organizations.
• Collaborate cross-functionally with sales, product, and support teams to enhance customer adoption, resolve escalations, and align on strategic account goals.
• Participate in special projects aimed at refining customer success playbooks, improving onboarding workflows, or introducing new engagement initiatives.
• Maintain structured follow-up schedules with clear prioritization to ensure consistent, proactive communication across all account tiers.
• Represent Ideals in client-facing interactions, demonstrating deep product knowledge and a customer-centric approach to build long-term trust and loyalty.
• Support the scaling of customer success operations in the UK region and contribute to broader European growth initiatives through consistent performance and insights.
• Ensure all client interactions reflect Ideals’ core values of Commitment, Excellence, Collaboration, Trust, and Care.
• Work in-person with clients in London and surrounding areas, as the role requires face-to-face meetings and relationship-building.
• Utilize top-tier tech and AI-powered tools provided by the company to enhance efficiency, analytics, and customer engagement.
• Contribute to internal knowledge sharing and continuous improvement of customer success methodologies within the team.

🎯 Requirements

• Full professional proficiency in English (C1 level)
• At least 3 years of experience as an Account Manager or Customer Success Manager in B2B SaaS
• Proven track record managing a book of 50+ accounts with strong planning, organization, and prioritization skills
• Experience driving MRR/ARR growth through renewals, upsells, or cross-sells
• Experience leading commercial conversations with clients on pricing, discounting, and contract terms
• Customer-driven personality with high emotional intelligence and excellent communication, interpersonal, and presentation skills

🏖️ Benefits

• Remote-first flexibility to shape your ideal workday
• Home workplace budget and co-working expense coverage
• Individual IT budget for extra equipment and top-tier tech/AI-powered tools
• Tailored Wellness Package of £1,500 per year for health-related activities
• 25 business days of annual leave plus NEST pension contributions
• Budget for local team meetups and generous internal referral program

Skills & Technologies

Remote

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iDeals Solutions Group Limited

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About iDeals Solutions Group Limited

iDeals Solutions Group Limited provides a cloud-based virtual data room platform designed for secure document sharing, due diligence, and collaboration during mergers and acquisitions, fundraising, and corporate transactions. The software enables granular access controls, audit trails, watermarking, and encryption to protect confidential information. Headquartered in London, the company serves financial institutions, law firms, and enterprises in over 30 countries, supporting deal workflows across industries including life sciences, real estate, and energy. Its multilingual interface and 24/7 support aim to streamline complex transaction processes while maintaining compliance with international security standards.

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