Senior Customer Success Manager

Summary

Join TheyDo, a leading fully remote B2B SaaS company, as a Senior Customer Success Manager. You will play a key role in driving the success of high-value customers, strategically managing complex accounts, enhancing adoption, and contributing to process improvements. This role requires a balance of strategic thinking, relationship management, and driving meaningful customer impact. You will work closely with customer executive stakeholders, aligning TheyDo's value with customer goals, and proactively identifying growth opportunities. TheyDo offers competitive compensation, pre-IPO equity, fully remote work with flexible hours, and a comprehensive benefits package including health insurance, flexible holiday days, learning and development budget, wellbeing budget, paid parental leave, and more. We are looking for an experienced CSM with a proven track record of managing strategic accounts and driving retention and growth.

Requirements

• You have extensive experience in Customer Success within B2B SaaS
• You have a proven track record of managing strategic accounts and driving retention & growth
• You’re a trusted advisor, skilled in delivering executive-level presentations and success narratives
• You thrive in a collaborative, fast-moving environment and are eager to shape the future of customer success at TheyDo
• Strong executive communication and stakeholder management skills
• Ability to navigate complex customer organisations and drive multi-threaded relationships
• Proficiency in customer success metrics and business impact storytelling
• Expertise in renewals, expansion strategies, and risk mitigation
• Comfortable working in a fast-paced, evolving SaaS environment

Responsibilities

• Own a portfolio of mid-to-large strategic customers, ensuring high adoption, retention, and satisfaction
• Lead Executive Business Reviews (EBRs) and executive-level engagements to demonstrate ROI and business impact
• Develop and execute tailored success plans that align TheyDo’s platform with customer objectives
• Act as a strategic advisor, guiding customers in realising value from TheyDo
• Monitor customer health metrics and proactively address risks to prevent churn
• Identify expansion opportunities within your accounts and partner with Sales to drive upsell and cross-sell initiatives
• Build multi-threaded relationships within customer organisations to increase engagement across teams
• Collaborate with Product to gather/provide customer feedback
• Work with Marketing to develop customer success stories and advocacy opportunities
• Contribute to the development of customer success best practices to improve team efficiency and outcomes
• Mentor and support newer CSMs by sharing insights and guiding account strategies
• Actively lead cross-functional projects with Sales, Product, and Marketing teams

Preferred Qualifications

• Experience with journey mapping tools or CX platforms
• Knowledge of agile methodologies and product management practices
• Experience with change management methodologies
• Understanding of design thinking and service blueprint creation

Benefits

• Competitive compensation and pre-IPO equity
• Fully remote working with flexible hours
• Health Insurance benefit
• Flexible holiday days – 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
• Wellbeing budget
• Paid parental leave - 6 months for the primary carer, and 6 weeks for the secondary carer - fully paid. Paid childcare leave is also provided
• Home office or co-working support
• Company events
• Latest tech & tools - MacBook Air, Pro or laptop
• Continuous growth of our benefits package as we continue to grow in size