Senior Customer Success Manager

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 2025 with a global team of 80 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

Role Overview:

As a Senior Customer Success Manager at TheyDo, you will play a key role in driving the success of our high-value customers. This role is designed for an experienced CSM who can strategically manage complex accounts, enhance adoption, and contribute to process improvements. You will work closely with customer executive stakeholders, align TheyDo’s value with customer goals, and proactively identify growth opportunities within your accounts.

This role requires a balance of strategic thinking, relationship management, and the ability to drive meaningful customer impact.

Key Responsibilities:

Customer Management & Retention

• 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.

Strategic Growth & Expansion

• 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.

Process & Team Contributions

• 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.

Key Competencies:

• 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.

Success Metrics:

• Increased retention and expansion revenue from assigned accounts.

• Strong engagement with key decision-makers at customer organisations.

• Internal process improvements and mentorship contributions.

Who You Are:

• 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.

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

💰 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 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 the Spain, Portugal and France.

⚒️ 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!

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