Enterprise Customer Success Manager
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 looking for a reactive, ticket-driven Customer Success role.
If you prefer clear playbooks, low ambiguity, and limited commercial responsibility,
You’re not excited by renewals, expansion targets, or executive-level conversations.
What we offer our permanent employees:
💰 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. You'll have a minimum of 25 days of paid holiday per year (pro rata), in addition to public holidays and an extra three days during our annual company-wide winter shutdown in December.
🧠 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 Spain, Portugal and France.
⚒️ Latest tech & tools - MacBook Air or Pro, 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. We ‘Simply to accelerate', cutting through complexity to focus on what truly matters and moving forward with clarity and speed 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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