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.

🩺 Health Insurance benefit - at TheyDo our team’s health and wellbeing are a priority. We include tailored support for every employee, regardless of location.

🌴 Flexible holiday days - we love what we do, and equally love taking a break. We expect you to take a minimum of 25 days per year (in addition to public holidays).

🧠 Learning and Development budget we encourage everyone to take ownership and invest in their growth and development, providing financial support to benefit you in your role and career.

🧘‍♂️Wellbeing budget - nurture your mind and body. We’ll support you in looking after you, whether it's meditation, mindfulness, or a yoga/gym membership.

👪 Paid parental leave - we'll ensure financial support and time off for you to bond with the newest little members of your family (6 months for the primary carer, and 6 weeks for the secondary carer - fully paid). We provide paid childcare leave when you need to take time out to help your little one recover.

👨‍💻Home office or co-working support - choose your ideal workspace with our home office or co-working budget. Whether you prefer the comfort of your home office or the collaborative atmosphere of a co-working space, we've got you covered.

🗺️ Company events - we regularly connect in-person to strategise, reflect or simply have fun. Our most recent company retreats were held in the Netherlands, Spain and Portugal.

⚒️ Latest tech & tools - MacBook Air, Pro or laptop, we want you to have the equipment that you’re most comfortable with. We use tools such as Gather, Slack, Notion, Loom, G:Suite and naturally TheyDo to work collaboratively and asynchronously.

🚀 Continuous growth of our benefits package as we continue to grow in size

To any recruitment agencies, we appreciate you would like to support us but we do not accept any unsolicited CVs or introductions.

About TheyDo

Our core values are the driving force behind every decision we make.

We ‘Journey together’ along a path of collaboration and synchronization. In everything we do, we ‘Own it’, never shying away from taking action or making decisions. Our ‘Cloaks off’ mentality ensures that transparency and integrity reign supreme. Moreover, ‘Customer Fueled’ innovation is at the heart of our work, as we know that the success of our product is directly linked to how we involve our customers in the process.

TheyDo is an equal opportunities employer. Our customers are diverse, and we believe our organisation should be, too. We nurture an inclusive culture where everyone feels equally important, no matter their background or status. We will never discriminate on the grounds of gender, civil status, family status, sexual orientation, religion, age, disability, education, or race.

Our commitment to building a diverse and inclusive TheyDo includes making reasonable adjustments to the interview process. If you need any adjustments, please reach out to your Talent Partner.

If you are a woman or part of an underrepresented group, we encourage you to apply. Even if you don’t check every box — your skills and perspective could be just what we need to succeed. We value diversity and know you bring something unique to the table!

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