Remote Customer Success Manager

Summary

Join our exciting journey as we make the Customer Journey the most powerful business tool there is. As an Enterprise Customer Success Manager, you'll be instrumental in helping our largest enterprise customers succeed in their journey management transformation.

Requirements

• 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

Responsibilities

• 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
• 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
• 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

Benefits

• Competitive compensation and pre-IPO equity - we like to give our team members ownership with our stock package
• 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)
• 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