Customer Success Manager (Germany)

About Ideals

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 300,000 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. The 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 Germany. 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 DACH 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 in the EMEA 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 250 accounts – 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 native German
• At least 2 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

• Familiarity with data rooms, board portals, or secure collaboration tools
• Experience in sales

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 (60 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