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

Role Overview

As an Enterprise Customer Success Manager, you'll be instrumental in helping our largest enterprise customers succeed in their journey management transformation. You'll work with cross-functional teams to ensure customers achieve tangible business impact to drive expansion through our Land-Expand motion.

Strategic Customer Leadership

• Own the success of a portfolio of enterprise accounts (+10k FTE) through their journey management transformation

• Drive customer adoption, value realization, and expansion using MEDDPICC framework and Command of the Message® 

• Create and execute strategic account plans that align TheyDo's capabilities with customer's journey management business objectives

• Partner with Enterprise Sales on expansion opportunities to achieve 130%+ Net Revenue Retention

Journey Management Excellence

• Guide enterprises in establishing journey management as their operating model

• Help customers transition from static journey mapping to dynamic journey management

• Enable customers to connect journey insights with business outcomes

• Support implementation of journey success metrics and ROI measurement

Value Realization & Expansion

• Drive time-to-value through structured onboarding and implementation programs

• Identify and execute expansion opportunities through new use cases and cross-functional adoption

• Help customers measure and showcase the business impact of journey-centric transformation

• Create success stories and references from your portfolio of accounts

Required Experience & Skills

• Extensive experience of enterprise SaaS customer success

• Strong understanding of journey management, CX transformation, or service design

• Experience with enterprise-scale digital transformation initiatives

• Proven track record of growing enterprise accounts and exceeding retention targets

• Expertise in MEDDPICC framework and value-based customer engagement

• Excellence in stakeholder management and executive communication

• Data-driven approach to measuring and showcasing customer success

Preferred Qualifications

• Experience with journey mapping tools or CX platforms

• Knowledge of agile methodologies and product management practices

• Background in consulting or enterprise solution architecture

• Experience with change management methodologies

• Understanding of design thinking and service blueprint creation

What We Offer

• Opportunity to shape the future of journey management at leading enterprises

• Work alongside the worlds’ best Enterprise AEs and Sales Leadership 

• Competitive base salary + variable compensation tied to retention and growth

• Equity in a fast-growing, well-funded SaaS company

• Remote-first culture with emphasis on work-life balance

• Collaborative environment with direct impact on product and company direction

What we offer

💰 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.