Customer Success Manager (Sao Paulo)

Get to Know Us

Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric in a secure business collaboration market. Trusted by more than 1,000,000 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 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.

Currently, we are looking for a skilled Customer Success Manager to join our team in Sao Paulo, Brazil. In this role, you will provide exceptional post-sales support to clients, ensuring 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 scaling in the LATAM region and globally.

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 appropriate experience to increase adoption and retention
• Proactively renew and upgrade client subscriptions based on their current needs
• Support clients through email/phone 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 
• Develop case study materials for use by Sales Executives 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
• Manage Enterprise clients in close collaboration with the Business Development and Project Management Office Teams

What We Look For

• Fluent Portuguese, along with English at C2 level
• Minimum of 5 years of work experience as a Customer Success or Account Manager
• Customer-driven personality with empathetic and emotional intelligence skills
• Excellent communication, interpersonal, and presentation skills

Nice To Have

• Spanish language at conversational level or higher
• Upselling and cross-selling experience

Our Interview Process

We believe in competency-based interviews combined with work samples and we share clear expectations for each element. Our interview assignments simulate what it’s like to work at Ideals and the type of tasks you’ll tackle. Here are the stages of the interview process for this role:

• Screening call with the Talent Acquisition Specialist (45 mins)

• Written Task (1 hour)

• Roleplay (1 hour)

• Competency-based interview with the Talent Acquisition Specialist (60 mins)

• Hiring Manager interview (60 mins)

What We Offer 

We highly value our people, so we will provide you with all the resources and support you need to succeed.

For your work

• Remote-first model with teams distributed globally 

• Home office set up budget 

• High-end laptop, monitor, and additional individual IT budget

• Reimbursement of co-working space expenses

For your well-being

• Wellness budget for health insurance, sports equipment, and health-related activities

• Wellhub membership with access to numerous sports activities

• Reimbursement of participation in sports competitions

For your growth

• Individual Development Plan based on your career interests 

• Generous budget for learning and development activities

• Professional and self-development books and subscriptions compensation

• Ideals’ support of your passion as a speaker or writer

• Internal growth and internal mobility opportunities

Extra perks

• Team-building offline 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 are able to create a team where talents feel at ease and are able to work to the best of their abilities.

Commitment and Excellence inspire us to set the bar high, achieve the most ambitious goals and push the limits further. Our diversity and different perspectives are the foundation of our success. Collaboration and Trust ensure that everyone has access to all the information, proactively shares thoughts, and leverages the teammates’ diverse opinions, experiences, and backgrounds. Both values help us to solve the most challenging problems. Care drives us to create a positive work environment and make everyone feel valued. We also stand for Idealers’ physical, mental, financial, and personal well-being and encourage a healthy lifestyle and active living.

Idealers work in a remote-first model, meaning we collaborate from anywhere – either home, cafe, co-working space, or one of our offices. Some roles may have specific location-based requirements, including in-office and client interactions. Despite being located across the globe, we stay connected through the latest tools and technologies, ensuring that everyone on our team feels surrounded by teammates and engaged with our common goals.

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.