Enterprise Customer Success Manager

TheyDo is a company focused on customer-centric journey management solutions, empowering enterprises to align around their customers' needs. As an Enterprise Customer Success Manager, you will partner with large enterprise clients to drive their journey management transformation, ensuring successful outcomes and fostering growth through renewals and expansions.

Responsibilities:

• Own the success of a portfolio of Tier 0/1 enterprise accounts (typically large, global organizations)
• Be explicitly accountable for renewals, expansion, NRR (targeting 130%+), and Customer Success Plans
• Drive adoption, value realization, and long-term growth using MEDDPICC and Command of the Message®
• Create and execute customer success plans that align TheyDo’s capabilities with customers’ journey management business objectives
• Partner closely with Enterprise Sales on our most critical renewals, expansions, and global partnerships
• Guide enterprises in establishing journey management as an operating model
• Help customers transition from static journey mapping to dynamic journey management
• Enable customers to connect journey insights to business outcomes, prioritization, and decision-making
• Support the implementation of journey success metrics, ROI measurement, and value tracking
• Accelerate time-to-value through structured onboarding, implementation alignment, and outcome-driven success plans
• Identify and lead expansion opportunities via new use cases, teams, regions, and cross-functional adoption
• Help customers measure, communicate, and showcase the business impact of journey-centric transformation
• Turn success into stories, references, and case studies that showcase real business impact
• Lead executive-level engagement, including Executive Business Reviews (EBRs), in close coordination with Sales and JMCs
• Position and sell services packages aligned to customer maturity and transformation goals
• Drive new Customer Success playbooks, frameworks, and strategic direction
• Support the onboarding and enablement of new Customer Success Managers

Requirements:

• Extensive experience in Enterprise SaaS Customer Success, Consulting, or Strategic Account Management
• Proven ownership of renewals, expansion, and Net Revenue Retention in complex enterprise environments
• Strong experience engaging and influencing senior executives and cross-functional stakeholders
• Demonstrated ability to drive value realization and measurable business outcomes
• Experience working closely with Enterprise Sales in land-and-expand motions
• Strong command of MEDDPICC, value-based engagement, or similar enterprise frameworks
• Structured, data-driven approach to customer success and impact measurement
• Familiarity with journey mapping tools, CX platforms, or change management methodologies is a big plus