Customer Success Manager

About iDeals Virtual: iDeals is a premier, internationally recognized virtual data room pioneer, enterprise secure business collaboration innovator, and global SaaS product leader on an absolute mission to help organizations protect high-stakes information and streamline complex transactional decision-making. Trusted implicitly by more than 2,000,000 users from over 300,000 corporate clients worldwide, iDeals builds state-of-the-art cloud infrastructures designed for ultra-secure document sharing. Our marquee iDeals Virtual Data Room (VDR) serves as the mission-critical operating hub for financial M&A due diligence, fundraising rounds, compliance reporting, asset licensing, and multi-tenant clinical trials, while the iDeals Board platform optimizes executive leadership governance for faster, safer corporate steering. Anchored by an unwavering customer-centric philosophy that earned the platform Market Leader status on G2 for 5 consecutive years, the company operates an agile, multinational development environment. iDeals provides high-agency commercial architects with an uncompromised remote canvas to leverage modern SaaS lifecycle metrics, manage key account expansion playbooks, and secure recurring global revenue safely across India.

Position Overview

We are seeking a highly analytical, strategically minded Senior Customer Success Manager to join our core centralized Inside Sales collective in a full-time remote capacity across India. In this high-leverage, post-sales individual contributor (IC) seat featuring total portfolio ownership, you will step up to claim true individual strategic operational accountability for driving account retention, user onboarding adoption, and net revenue growth across some of the most visible names in our APAC and global portfolios. Shifting completely away from routine administrative ticket dispatching, reactive troubleshooting, or cold call lead generation, you will operate as a principal commercial advisor—managing a portfolio of roughly 200 accounts (with a 30% dedicated high-touch client block). This position requires an enterprise software success veteran with 3+ years of B2B SaaS background who maximizes account potential fluidly natively using Sales Representative consultative upselling, tracks multi-stage onboarding milestones smoothly natively using Project Management communication loops, and commands complex commercial contract and pricing discussions confidently before executive buyers.

Key Responsibilities

• Strategic Account Expansion and Revenue Capitalization: Own and drive the end-to-end post-sales contract lifecycle, proactively securing high-value account renewals and executing upsell or cross-sell feature migrations natively utilizing Sales Representative consultative strategies to maximize MRR/ARR growth.
• High-Touch Customer Journey Governance: Formulate, document, and manage structured engagement playbooks for roughly 200 customer profiles, implementing clear prioritization matrixes to guide high-touch entities across their complete system lifecycle.
• New Client Onboarding and Training: Lead, architect, and deliver interactive kick-off onboarding orientations, user training workshops, and platform value mapping sessions to compress time-to-value for incoming enterprise clients.
• Proactive Core Client Research: Systematically audit, research, and evaluate user engagement metrics and product telemetry configurations to identify abstract client pain points and uncover upcoming commercial expansion spaces.
• Commercial Conversation Leadership: Command, structure, and close direct financial negotiations with enterprise clients, seamlessly navigating complex pricing models, legal contract language, custom addendums, and discount parameters.
• Churn Diagnostics and Exit Evaluation: Conduct deep data-driven exit interviews and feedback reviews with churned cohorts, compiling scannable operational briefs to protect long-term platform health natively leveraging Project Management trackers.
• Customer Advocacy and Testimonial Sourcing: Partner alongside satisfied client networks to secure verified reviews, text testimonials, and deep historical case studies to fuel global marketing pipelines.
• Playbook Optimization Project Contribution: Lead and participate in internal special engineering projects aimed at upgrading customer success templates, refining tool logic, and deploying modern AI-powered customer success helpers.

Required Skills & Qualifications

• A minimum of 3 years of verified professional history running advanced B2B customer success management, SaaS account direction, enterprise account management, or technical solutions placement.
• Proven, documented history successfully managing a substantial enterprise book of business scaling beyond 50+ corporate accounts simultaneously.
• Deep, authoritative technical command of recurring revenue metrics (MRR/ARR growth models), contract renewal mechanics, product adoption tracking, and customer retention strategies.
• Expert-tier capability leading advanced contract negotiations, overcoming commercial objections, and framing pricing parameters natively using Sales Representative techniques.
• Practical operational familiarity navigating complex onboarding workflows, structuring task milestones, and coordinating cross-functional team inputs natively using Project Management principles.
• Full, uncompromised professional language proficiency in English, meeting or exceeding a verified C1 CEFR framework, enabling total confidence when delivering technical pitches to cross-cultural international leadership nodes.
• An empathetic, emotionally intelligent personal profile possessing outstanding presentation, active listening, and relationship-building traits.
• Location Context: Position open exclusively to qualified customer success managers based permanently and resident within **India** to operate under a 100% remote work-from-home layout.

Preferred Strategic Indicators (Nice to Have)

• Prior commercial success history operating explicitly within the niche spaces of virtual data rooms, corporate board portals, secure file sharing software, or complex enterprise data privacy/compliance tech stack platforms.
• Direct prior experience operating inside a high-volume outbound or inbound software sales development organization.
• Professional verbal and written fluency in the Spanish language.
• An outcome-driven personal philosophy rooted in high data curiosity, a strong proactive mindset that eliminates friction before it impacts user experience, and an absolute commitment to building long-term executive trust.

What We Offer

• Mature Enterprise-Scale Indian Salaried Blueprint: An highly competitive full-time base compensation package tailored precisely to evaluate your customer success authority, commercial closing depth, and account optimization velocity under a stable remote contract.
• The exceptional professional canvas to directly direct, shape, and engine-manage the customer success models protecting revenue loops for an internationally acclaimed G2 market leader.
• Profound work-from-home remote parameters offering a remote-first layout across India, complete scheduling trust to shape your ideal workday, and zero physical geographic office commuting friction.
• Access to elite financial accumulation, lifestyle, and home productivity allowances, including a dedicated **Home Workplace Budget**, global co-working space expense coverage, and an **Individual IT Budget** for extra equipment.
• Immediate baseline access to premium tools, including top-tier tech hardware and integrated AI-powered software assistants to upscale your daily execution velocity.
• Structured career pathing and personal growth systems powered by the **iDeals Academy**, funding for external professional learning events, custom Personal Development Plan (PDP) creation, and coverage for technical literature subscriptions.
• Generous wellness and rest benefits, featuring a comprehensive **Wellness Package** for health and sports activities, direct funding for sports competitions, 20 business days of paid time off (PTO) annually, and fully paid health-related time-off allocation.
• Extra networking incentives, including a custom budget for physical meetups with your local team and a highly generous internal employee referral program.