TheyDo is looking for an Enterprise Customer Success Manager to be a strategic partner to our largest and most complex enterprise customers. You will guide them through every stage of their journey management transformation, owning customer outcomes end-to-end with direct accountability for renewals, Net Revenue Retention (NRR), and expansion.
What You’ll Do
- Own the success of a portfolio of Tier 0/1 enterprise accounts (typically large, global organizations).
- Be explicitly accountable for renewals, expansion, NRR (targeting 130%+), and Customer Success Plans.
- Drive adoption, value realization, and long-term growth using MEDDPICC and Command of the Message®.
- Create and execute customer success plans that align TheyDo’s capabilities with customers’ journey management business objectives.
- Partner closely with Enterprise Sales on our most critical renewals, expansions, and global partnerships.
- Guide enterprises in establishing journey management as an operating model.
- Help customers transition from static journey mapping to dynamic journey management.
- Enable customers to connect journey insights to business outcomes, prioritization, and decision-making.
- Support the implementation of journey success metrics, ROI measurement, and value tracking.
- Accelerate time-to-value through structured onboarding, implementation alignment, and outcome-driven success plans.
- Identify and lead expansion opportunities via new use cases, teams, regions, and cross-functional adoption.
- Help customers measure, communicate, and showcase the business impact of journey-centric transformation.
- Turn success into stories, references, and case studies that showcase real business impact.
- Lead executive-level engagement, including Executive Business Reviews (EBRs), in close coordination with Sales and Journey Management Coaches.
- Position and sell services packages aligned to customer maturity and transformation goals.
- Drive new Customer Success playbooks, frameworks, and strategic direction.
- Support the onboarding and enablement of new Customer Success Managers.
What We’re Looking For
- Extensive experience in Enterprise SaaS Customer Success, Consulting, or Strategic Account Management.
- Proven ownership of renewals, expansion, and Net Revenue Retention in complex enterprise environments.
- Strong experience engaging and influencing senior executives and cross-functional stakeholders.
- Demonstrated ability to drive value realization and measurable business outcomes.
- Experience working closely with Enterprise Sales in land-and-expand motions.
- Strong command of MEDDPICC, value-based engagement, or similar enterprise frameworks.
- Structured, data-driven approach to customer success and impact measurement.
Nice to Have
- Familiarity with journey mapping tools, CX platforms, or change management methodologies.
Team & Environment
Collaborate closely with Enterprise Sales, Advisory Service, Journey Management Coaches (JMCs), Onboarding, and cross-functional teams.
Benefits & Compensation
- Competitive compensation and pre-IPO equity.
- Fully remote working with flexible hours.
- Health Insurance benefit.
- Flexible holiday days (minimum of 25 days of paid holiday per year pro rata, plus public holidays and an extra three days during annual winter shutdown).
- Learning and Development budget.
- Wellbeing budget.
- Paid parental leave (6 months for primary carer, 6 weeks for secondary carer, fully paid).
- Paid childcare leave.
- Home office or co-working support.
- Company events and retreats.
- Latest tech & tools (MacBook Air or Pro, Gather, Slack, Notion, Loom, G:Suite, TheyDo).
- Continuous growth of our benefits package as we continue to grow in size.
Work Mode
This is a fully remote position open to candidates in 27 countries globally.
TheyDo is an equal opportunities employer. We will never discriminate on the grounds of gender, civil status, family status, sexual orientation, religion, age, disability, education, or race.
