Jobs and Careers

Senior Customer Success Manager

Remote (CET +/- 2)Remotefull_timeVerifiedPosted 3 Mar 2025

About the role

About TheyDo

We’re TheyDo, a fully remote B2B SaaS organisation. Founded in 2019, we are the leading journey management platform, on a mission to make the customer journey the most powerful business tool there is.

In March 2024 we announced our latest funding round worth $34 million. Combined with our Series A raise in 2022 it takes our total investment to just under $50 million. Our angel investors include executives from Intercom, Miro, OpenAI, Amplitude, Slack, Airtable and more.

We support and partner with renowned enterprise organizations such as Cisco, Ford, Johnson & Johnson, Home Depot and Polestar, helping them manage their complex journeys and optimize them for efficient growth, removing the need for constant transformation.

We kicked off 2025 with a global team of 80 TheyDoers, representing over 30 nationalities across 20 countries.

This is just the beginning. Join our exciting journey as we make the Customer Journey the most powerful business tool there is

Role Overview:

As a Senior Customer Success Manager at TheyDo, you will play a key role in driving the success of our high-value customers. This role is designed for an experienced CSM who can strategically manage complex accounts, enhance adoption, and contribute to process improvements. You will work closely with customer executive stakeholders, align TheyDo’s value with customer goals, and proactively identify growth opportunities within your accounts.

This role requires a balance of strategic thinking, relationship management, and the ability to drive meaningful customer impact.

Key Responsibilities:

Customer Management & Retention

Own a portfolio of mid-to-large strategic customers, ensuring high adoption, retention, and satisfaction.
Lead Executive Business Reviews (EBRs) and executive-level engagements to demonstrate ROI and business impact.
Develop and execute tailored success plans that align TheyDo’s platform with customer objectives.
Act as a strategic advisor, guiding customers in realising value from TheyDo
Monitor customer health metrics and proactively address risks to prevent churn.

Strategic Growth & Expansion

Identify expansion opportunities within your accounts and partner with Sales to drive upsell and cross-sell initiatives.
Build multi-threaded relationships within customer organisations to increase engagement across teams.
Collaborate with Product to gather/provide customer feedback
Work with Marketing to develop customer success stories and advocacy opportunities.

Process & Team Contributions

Contribute to the development of customer success best practices to improve team efficiency and outcomes.
Mentor and support newer CSMs by sharing insights and guiding account strategies.
Actively lead cross-functional projects with Sales, Product, and Marketing teams.

Key Competencies:

Strong executive communication and stakeholder management skills.
Ability to navigate complex customer organisations and drive multi-threaded relationships.
Proficiency in customer success metrics and business impact storytelling.
Expertise in renewals, expansion strategies, and risk mitigation.
Comfortable working in a fast-paced, evolving SaaS environment.

Success Metrics:

Increased retention and expansion revenue from assigned accounts.
Strong engagement with key decision-makers at customer organisations.
Internal process improvements and mentorship contributions.

Who You Are:

You have extensive experience in Customer Success within B2B SaaS.
You have a proven track record of managing strategic accounts and driving retention & growth.
You’re a trusted advisor, skilled in delivering executive-level presentations and success narratives.
You thrive in a collaborative, fast-moving environment and are eager to shape the future of customer success at TheyDo.

Preferred Qualifications: