Customer Success Manager
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At Ideal Systems, we design and build cutting‑edge mobile applications on top of the world’s leading Customer Experience platforms, including Genesys, Amazon Connect, and NICE.
Our mobile solutions empower some of the world’s largest organizations to extend the full power of these platforms far beyond the traditional contact center, bringing seamless communication and customer engagement directly into the hands of their mobile workforce.
We're growing fast: ARR has grown 110%+ year over year for three consecutive years, and platform usage doubles annually. Our ambition is clear: to continue growing as a leading partner for mobile applications, and we are expanding our Customer Success team to drive measurable value and success for every customer using our platform.
The Role
The CSM acts as a trusted advisor, using your experience and judgement to guide customer projects toward successful outcomes across the full engagement lifecycle.
In this role, you will:
- Be actively involved in supporting POCs, onboarding new customers, and coordinating post-sales activities to ensure smooth execution and adoption.
- Work in close partnership with Sales, Product, and Engineering teams, helping to ensure the customer perspective is consistently represented across the organization.
- Tailor their engagement and apply the right level of touchpoints depending on customer tiering, ensuring each customer receives the appropriate level of support and value throughout their journey.
- Drive upsells, renewals, building and maintaining strong relationships with technical integration partners, and acting as a key link between customers, internal teams, and ecosystem partners to ensure seamless collaboration and continued success.
Your Profile
- 2-4 years of proven experience in Account Management or Customer Success, with a strong track record of building and maintaining trusted customer relationships, driving retention, and identifying opportunities for growth, including upsell and expansion opportunities.
- Strong emotional intelligence with a consultative, solutions-oriented mindset, and is comfortable navigating complex stakeholder environments
- Willingness to travel for ±20 days/year for events and key account visits. We serve a global customer base that spans from Dubai to Finland and United states.
- Strong Proficiency in AI applications (Claude, Synthesia, Lovable, Lemlist)
- A good understanding of change management principles, and approach challenges with creativity, adaptability, and a focus on finding practical, customer-centric outcomes.
Nice to Have
- Experience with CCaaS platforms (Amazon Connect, NiCE, Genesys)
- Working knowledge of Hubspot
- Exposure to the ecosystem of SaaS solutions
- Fluency in English/NL or FR; Fluency in the language(s) of local market(s) is a plus.
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