Remote Head of Customer Success

Summary

Join TheyDo, a rapidly growing, fully remote B2B SaaS company, as their Head of Customer Success! In this leadership role, you will build, mentor, and scale a high-performing Customer Success and Enablement team focused on enterprise clients. You will be responsible for driving Net Revenue Retention, optimizing onboarding processes, and collaborating closely with sales teams. The position offers competitive compensation, pre-IPO equity, fully remote work with flexible hours, and a comprehensive benefits package. Based in either the UK/Europe or East Coast US, this is a lead-by-doing role requiring extensive experience in Enterprise Customer Success SaaS and a data-driven approach. TheyDo is committed to fostering a customer-centric culture and providing ample opportunities for professional growth.

Requirements

• Extensive experience in Enterprise Customer Success SaaS, including tactical and strategic leadership
• A data-driven, people-first lead
• Proven track record of managing and scaling Expansion motion and strategies for enterprise clients, with a deep understanding of the complex needs of large organizations
• Experience working remotely, across time zones and different cultures (EU and USA)
• Passionate about working with customer feedback and input from colleagues
• Confident tackling ambiguous problems and shaping them into clear goals
• Be comfortable operating and leading in an ever-changing startup environment
• Ability to see strategic opportunities and swiftly turn them into tactical projects and tasks
• Action oriented, with an analytical mindset. You not only like to discover new things on your own but love to take ideas further together with others

Responsibilities

• Build, mentor, and scale a high-performing Customer Success and Enablement team, fostering a customer-centric culture and developing talent within TheyDo
• Execute the MEDDPICC & COM strategy for our expansion motion, work closely with other TheyDo leaders to ensure our structure, content, and processes deliver a best-in-class experience
• Own the health and success of enterprise customer relationships, driving high retention rates and customer satisfaction through value-driven interactions. The goal is to drive NRR to at least 130% within the next two years
• Collaborate closely with Sales teams to identify opportunities for expansion
• Learning by doing. On the target, establish the practices and strategies that enable you to determine a strategy and roadmap to manage and grow our success team to align with TheyDo’s growth
• Optimize the onboarding process for enterprise clients to ensure smooth implementation and adoption of TheyDo’s platform, aligning with their business goals
• Own, track and report on key success metrics, including Net Revenue Retention (NRR), churn, customer satisfaction (CSAT), and time to value (TTV). Use data to drive continuous improvement

Benefits

• Competitive compensation and pre-IPO equity
• Fully remote working with flexible hours
• Health Insurance benefit
• Flexible holiday days
• Learning and Development budget
• Wellbeing budget
• Paid parental leave
• Home office or co-working support
• Company events
• Latest tech & tools
• Continuous growth of our benefits package as we continue to grow in size