Customer Success Manager

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 Customer Success Manager at TheyDo, you will play a key role in driving the success of our customers by ensuring they adopt and realise value from our platform. This role is designed for a skilled CSM who can manage a portfolio of accounts, foster strong relationships, and support customers in aligning TheyDo’s capabilities to their goals.

You will work closely with stakeholders across your accounts to promote adoption, deliver value, and support retention and growth initiatives. The role balances relationship management, execution of customer success best practices, and day-to-day impact across your customer base.

Key Responsibilities:

Customer Management & Retention

• Own a portfolio of mid-market to smaller enterprise customers, ensuring high adoption, retention, and satisfaction.

• Conduct Executive Business Reviews (EBRs) and regular check-ins to demonstrate ROI and business impact.

• Execute success plans that align TheyDo’s platform with customer objectives.

• Serve as a trusted point of contact, supporting customers in realising value from TheyDo.

• Monitor customer health metrics and proactively address risks to prevent churn.

• Own renewals and conduct negotiations on terms and pricing accounts in your book of business
  

Growth & Expansion Support

• Identify potential expansion opportunities within your accounts and independently manage upsell and cross-sell conversations through to close.

• Multithread within customer organisations to increase engagement across teams.

• Collaborate with Product to gather and share customer feedback.

• Partner with Marketing to support the development of customer success stories and advocacy.
  

Process & Collaboration

• Apply and continuously improve customer success best practices to enhance efficiency and outcomes.

• Collaborate with Sales, Product, and Marketing teams on customer strategies and feedback loops.
  

Key Competencies:

• Strong communication and stakeholder engagement skills.

• Ability to manage relationships across multiple teams within customer organizations.

• Proficiency in customer success metrics and value-based communication.

• Skilled in renewals, expansion identification, and risk mitigation.

• Adaptable and collaborative in a fast-paced, evolving start-up SaaS environment.

• Experience with Salesforce
  

Success Metrics:

• Retention and expansion outcomes across your portfolio.

• Active engagement and multithread with key customer stakeholders.

• Contributions to internal process improvement and cross-functional collaboration.
  

Who You Are and Preferred Qualifications:

• You have 2–5 years of experience in Customer Success within B2B SaaS.

• You have a track record of managing customer relationships and driving adoption and retention.

• You excel at aligning customer needs with product value and delivering compelling narratives.

• You enjoy working cross-functionally and thrive in a fast-paced environment.

• You have experience with journey mapping tools or CX platforms.

• You have had good exposure to change management methodologies.

• You have a great understanding of design thinking and service blueprinti