Head of Customer Success

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 2024 with a global team of 65 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

As our Head of Customer Success, you will be responsible for developing and overseeing the operation, efficiency, quality, and outcome of TheyDo’s rapidly growing Expand Team including Customer Success and Enablement/Solutions Principles. You will report to our VP of Sales, responsible for sales, journey management enablement and strategy.

You will be responsible for ensuring our customer’s success. TheyDo operates on a Land-Expand motion to drive Enterprise adoption. Your role is to help shape the people, processes, playbooks and revenue operations for the ‘Expand’ part of the business.

You will play a key role in scaling our Customer Success & Enablement efforts, ensuring TheyDo can deliver best-in-class Customer value while growing rapidly in size and across time zones. 

Your goal is to create a best-in-class Enterprise-focused Success & Enablement team, a process that works seamlessly with our Enterprise Sales team, mainly operated by world-class Enterprise Account Executives. Your target is to reach and maintain a 140%+ Net Revenue Retention across our Enterprise accounts. This is a lead-by-doing role working closely with all your team members and stepping in to aid them when customers require more strategic assistance. Next to your NRR target, we will empower you to build a best-in-class practice that can scale in size and across time zones.

What you’ll do in this role

• Build, mentor, and scale a high-performing Customer Success and Enablement team, fostering a customer-centric culture and developing talent within TheyDo.

• Execute the MEDDPICC & COM strategy for our expansion motion, work closely with other TheyDo leaders to ensure our structure, content, and processes deliver a best-in-class experience.

• Own the health and success of enterprise customer relationships, driving high retention rates and customer satisfaction through value-driven interactions. The goal is to drive NRR to at least 140% within the next two years.

• Collaborate closely with Sales teams to identify opportunities for expansion.

• Learning by doing. On the target, establish the practices and strategies that enable you to determine a strategy and roadmap to manage and grow our success team to align with TheyDo’s growth.

• Optimize the onboarding process for enterprise clients to ensure smooth implementation and adoption of TheyDo’s platform, aligning with their business goals.

• Own, track and report on key success metrics, including Net Revenue Retention (NRR), churn, customer satisfaction (CSAT), and time to value (TTV). Use data to drive continuous improvement.

Your attributes and skills

• Extensive experience in Enterprise Customer Success SaaS, including tactical and strategic leadership.

• A data-driven, people-first lead. 

• Proven track record of managing and scaling Expansion motion and strategies for enterprise clients, with a deep understanding of the complex needs of large organizations.

• Experience working remotely, across time zones and different cultures (EU and USA)

• Passionate about working with customer feedback and input from colleagues.

• Confident tackling ambiguous problems and shaping them into clear goals.

• Be comfortable operating and leading in an ever-changing startup environment.

• Ability to see strategic opportunities and swiftly turn them into tactical projects and tasks.

• We have a learning and growing mindset. Our team size and the process will evolve many times over the next few years. We strive to impr