Remote Head of Customer Success

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

As our Head of Customer Success, you will be responsible for developing and overseeing the operation, efficiency, quality, and outcome of TheyDo’s rapidly growing Expand Team including Customer Success and Enablement/Solutions Principles. You will report to our VP of Sales, responsible for sales, journey management enablement and strategy.

You will be responsible for ensuring our customer’s success. TheyDo operates on a Land-Expand motion to drive Enterprise adoption. Your role is to help shape the people, processes, playbooks and revenue operations for the ‘Expand’ part of the business.

You will play a key role in scaling our Customer Success & Enablement efforts, ensuring TheyDo can deliver best-in-class Customer value while growing rapidly in size and across time zones.

Your goal is to create a best-in-class Enterprise-focused Success & Enablement team, a process that works seamlessly with our Enterprise Sales team, mainly operated by world-class Enterprise Account Executives. Your target is to reach and maintain a 140%+ Net Revenue Retention across our Enterprise accounts. This is a lead-by-doing role working closely with all your team members and stepping in to aid them when customers require more strategic assistance. Next to your NRR target, we will empower you to build a best-in-class practice that can scale in size and across time zones.

Please note this position can be based in either UK/Europe or East Coast US.

What you’ll do in this role

• 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 140% 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.

Your attributes and skills

• 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.

• We have a learning and growing mindset. Our team size and the process will evolve many times over the next few years. We strive to improve and integrate what we learn continuously.

• 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.

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!