theydo - Enterprise Customer Success Manager
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Requirements
• 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 • Familiarity with journey mapping tools, CX platforms, or change management methodologies is a big plus
Responsibilities
• LEAD ENTERPRISE CUSTOMER SUCCESS AT SCALE: • 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 • JOURNEY MANAGEMENT EXCELLENCE: • 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 • VALUE REALIZATION & EXPANSION • 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 • EXECUTIVE ENGAGEMENT & TEAM ENABLEMENT • Lead executive-level engagement, including Executive Business Reviews (EBRs), in close coordination with Sales and JMCs • 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
Benefits
• If you’re looking for a reactive, ticket-driven Customer Success role. • If you prefer clear playbooks, low ambiguity, and limited commercial responsibility, • You’re not excited by renewals, expansion targets, or executive-level conversations. • 💰 Competitive compensation and pre-IPO equity - we like to give our team members ownership with our stock package. When TheyDo succeeds, we all succeed! • 🌍 Fully remote working with flexible hours - we're staunch advocates for autonomy and flexibility. • 🩺 Health Insurance benefit - at TheyDo our team’s health and wellbeing are a priority. We include tailored support for every employee, regardless of location. • 🌴 Flexible holiday days – We love what we do and equally love taking a break. You'll have a minimum of 25 days of paid holiday per year (pro rata), in addition to public holidays and an extra three days during our annual company-wide winter shutdown in December. • 🧠 Learning and Development budget we encourage everyone to take ownership and invest in their growth and development, providing financial support to benefit you in your role and career. • 🧘♂️Wellbeing budget - nurture your mind and body. We’ll support you in looking after you, whether it's meditation, mindfulness, or a yoga/gym membership. • 👪 Paid parental leave - we'll ensure financial support and time off for you to bond with the newest little members of your family (6 months for the primary carer, and 6 weeks for the secondary carer - fully paid). We provide paid childcare leave when you need to take time out to help your little one recover. • 👨💻Home office or co-working support - choose your ideal workspace with our home office or co-working budget. Whether you prefer the comfort of your home office or the collaborative atmosphere of a co-working space, we've got you covered. • 🗺️ Company events - we regularly connect in-person to strategise, reflect or simply have fun. Our most recent company retreats were held in Spain, Portugal and France. • ⚒️ Latest tech & tools - MacBook Air or Pro, we want you to have the equipment that you’re most comfortable with. We use tools such as Gather, Slack, Notion, Loom, G:Suite and naturally TheyDo to work collaboratively and asynchronously. • 🚀 Continuous growth of our benefits package as we continue to grow in size • To any recruitment agencies, we appreciate you would like to support us but we do not accept any unsolicited CVs or introductions.
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