Senior Premium Solutions Manager - USA

Ideals; United States; On-site; USD 75,000 - 90,000; Full time

Job summary

Ideals is seeking a Premium Solutions Manager to drive exceptional post-sales support for strategic clients across the US from Boston, NYC, or Chicago. You will collaborate with Field Sales, Product, and Support teams to ensure smooth onboarding, project migrations, and high client satisfaction.

The role emphasizes technical understanding, clear communication, and proactive problem solving, with base salary guidance in the $75,000–$90,000 range and total compensation of $100,000–$110,000.

Qualifications

• Minimum of 2 years of work experience as a Solutions Manager or Account Manager, or a Customer Support role.
• Customer-driven personality with empathetic and emotional intelligence skills.
• Outside of the box problem solving skills and a resolution-focused mindset.
• Excellent communication, interpersonal, and presentation skills.
• Strong relationship-building skills and the ability to adapt to a client’s communication style.
• Analytical skills and attention to detail.
• Passion for international cooperation and professional development.
• Readiness and enthusiasm to take on additional tasks when necessary, along with a responsible and proactive work ethic.
• Entrepreneurial in nature with a proactive approach.
• Native-level proficiency in English.

Responsibilities

• Enable strategic and premium clients through high-touch operational execution, product guidance, and workflow coordination.
• Build trusted operational relationships with client stakeholders and become a dependable point of contact for project setup, product usage, and practical client needs.
• Guide clients during onboarding, project launch, migrations, and other critical project phases.
• Advise clients on best-practice setup, permissions, workflows, governance structures, Q&A processes, reporting, and user management.
• Analyze client usage, project-room setup, and recurring questions to identify practical risks, blockers, or adoption gaps.
• Investigate non-standard client issues, clarify root causes, and propose practical next steps or workarounds.
• Coordinate with Sales, Customer Success, Product, Technical Support, Legal, Security, Professional Services, and Operations to resolve client-critical matters efficiently.
• Ensure accurate documentation of client requests, actions, decisions, escalations, and follow-up items.
• Share recurring client issues and operational feedback with relevant internal teams.
• Delivering and automating custom reports/workflows with AI
• Delivery of bulk data manipulation/user invitation/reduction/translation/etc services, either by themselves or by coordinating professional service team
• Contribute to retention and expansion outcomes indirectly by improving client experience, product adoption, operational confidence, and trust in Ideals.

Skills

Solutions management

Account management

Customer support

Communication

Relationship building

Analytical thinking

English proficiency

Proactive work ethic

Entrepreneurial mindset

Job description

Get to know us

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

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. We’re looking for a skilled and customer-focused Premium Solutions Manager to join our team from the Boston, NYC, or Chicago area.

In this role, your primary objective will be to provide exceptional post-sales support to clients, working closely with the Field Sales teams across the US. We are seeking a tech-savvy individual with a keen analytical mindset, capable of comprehending and communicating complex issues in a clear and concise manner.

This is a unique opportunity to build an excellent track record in a multinational, mature yet fast-evolving SaaS environment.

The base compensation for this role will likely be between $75,000 to $90,000, with total compensation between $100,000 to $110,000.

What you will do

• Enable strategic and premium clients through high-touch operational execution, product guidance, and workflow coordination.

• Build trusted operational relationships with client stakeholders and become a dependable point of contact for project setup, product usage, and practical client needs.

• Guide clients during onboarding, project launch, migrations, and other critical project phases.

• Advise clients on best-practice setup, permissions, workflows, governance structures, Q&A processes, reporting, and user management.

• Analyze client usage, project-room setup, and recurring questions to identify practical risks, blockers, or adoption gaps.

• Investigate non-standard client issues, clarify root causes, and propose practical next steps or workarounds.

• Coordinate with Sales, Customer Success, Product, Technical Support, Legal, Security, Professional Services, and Operations to resolve client-critical matters efficiently.

• Ensure accurate documentation of client requests, actions, decisions, escalations, and follow-up items.

• Share recurring client issues and operational feedback with relevant internal teams.

• Delivering and automating custom reports/workflows with AI

• Delivery of bulk data manipulation/user invitation/reduction/translation/etc services, either by themselves or by coordinating professional service team

• Contribute to retention and expansion outcomes indirectly by improving client experience, product adoption, operational confidence, and trust in Ideals.

What you bring

• Minimum of 2 years of work experience as a Solutions Manager or Account Manager, or a Customer Support role

• Customer-driven personality with empathetic and emotional intelligence skills

• Outside of the box problem solving skills and a resolution-focused mindset

• Excellent communication, interpersonal, and presentation skills

• Strong relationship-building skills and the ability to adapt to a client’s communication style

• Analytical skills and attention to detail

• Passion for international cooperation and professional development

• Readiness and enthusiasm to take on additional tasks when necessary, along with a responsible and proactive work ethic

• Entrepreneurial in nature with a proactive approach

• Native-level proficiency in English

Nice to have

• SaaS, financial, fintech, or information security industry background

Our assessment process

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

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

• Role play with the Hiring Manager (45 mins)

• Hiring Manager interview (60 mins)