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Company

TheyDo - Journey Management · 10 hours ago

Enterprise Customer Success Manager

United States

Full-time

Remote

Mid Level

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Responsibilities

Own the success of a portfolio of enterprise accounts (+10k FTE) through their journey management transformation

Drive customer adoption, value realization, and expansion using MEDDPICC framework and Command of the Message®

Create and execute strategic account plans that align TheyDo's capabilities with customer's journey management business objectives

Partner with Enterprise Sales on expansion opportunities to achieve 130%+ Net Revenue Retention

Guide enterprises in establishing journey management as their operating model

Help customers transition from static journey mapping to dynamic journey management

Enable customers to connect journey insights with business outcomes

Support implementation of journey success metrics and ROI measurement

Drive time-to-value through structured onboarding and implementation programs

Identify and execute expansion opportunities through new use cases and cross-functional adoption

Help customers measure and showcase the business impact of journey-centric transformation

Create success stories and references from your portfolio of accounts

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Enterprise SaaS Customer SuccessJourney ManagementMEDDPICC FrameworkDigital TransformationStakeholder ManagementData-Driven ApproachCX TransformationService DesignJourney Mapping ToolsAgile MethodologiesProduct ManagementChange ManagementDesign ThinkingService Blueprint Creation

Required

Extensive experience of enterprise SaaS customer success

Strong understanding of journey management, CX transformation, or service design

Experience with enterprise-scale digital transformation initiatives

Proven track record of growing enterprise accounts and exceeding retention targets

Expertise in MEDDPICC framework and value-based customer engagement

Excellence in stakeholder management and executive communication

Data-driven approach to measuring and showcasing customer success

Preferred

Experience with journey mapping tools or CX platforms

Knowledge of agile methodologies and product management practices

Background in consulting or enterprise solution architecture

Experience with change management methodologies

Understanding of design thinking and service blueprint creation

Benefits

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

Company

TheyDo - Journey Management

For the Service Designers and Managers of experience-led, customer-centric companies, TheyDo is the most collaborative Journey Management platform ever made.

Founded in 2019