Help fix customer-centricity at scale

Every company wants to become more customer-centric. At TheyDo, we make that ambition real. Our AI-powered journey management platform helps the world’s largest enterprises align around what matters most: their customers. By bringing scattered data and teams together, we empower smarter decisions and better experiences. Since 2019, global leaders across industries — including Ford, Cisco, Johnson & Johnson, Siemens, Home Depot, and Lufthansa — have trusted us to scale journey management and deliver measurable impact.

Backed by $50M from top-tier investors, including Blossom and 20VC, we are building a category-defining company. Our fully remote team represents 30+ nationalities across 27 countries, united by a customer-led, people-first culture.

Our mission is clear: Make journey management the most powerful business tool in the world.

If you’re looking for a place where your work shapes the future of how companies operate, join us. Let’s build it together.

Role Overview

As an Enterprise Customer Success Manager, you will be a strategic partner to our largest and most complex enterprise customers, guiding them through every stage of their journey management transformation.

You will collaborate closely with Enterprise Sales, Advisory Service, Journey Management Coaches (JMCs), Onboarding, and cross-functional teams to deliver tangible, measurable business impact. In this role, you will own customer outcomes end-to-end, with direct accountability for renewals, Net Revenue Retention (NRR), and expansion, playing a critical role in driving growth through our Land & Expand motion.

What You’ll Do:

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

Required Experience & Skills

• 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

Why you shouldn’t apply

• If you’re