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 Customer Success Manager at TheyDo, you will play a key role in driving the success of our customers by ensuring they adopt and realise value from our platform. This role is designed for a skilled CSM who can manage a portfolio of accounts, foster strong relationships, and support customers in aligning TheyDo’s capabilities to their goals.

You will work closely with stakeholders across your accounts to promote adoption, deliver value, and support retention and growth initiatives. The role balances relationship management, execution of customer success best practices, and day-to-day impact across your customer base.

Key Responsibilities:

Customer Management & Retention

• Own a portfolio of mid-market to smaller enterprise customers, ensuring high adoption, retention, and satisfaction.

• Conduct Executive Business Reviews (EBRs) and regular check-ins to demonstrate ROI and business impact.

• Execute success plans that align TheyDo’s platform with customer objectives.

• Serve as a trusted point of contact, supporting customers in realising value from TheyDo.

• Monitor customer health metrics and proactively address risks to prevent churn.

• Own renewals and conduct negotiations on terms and pricing accounts in your book of business
  

Growth & Expansion Support

• Identify potential expansion opportunities within your accounts and independently manage upsell and cross-sell conversations through to close.

• Multithread within customer organisations to increase engagement across teams.

• Collaborate with Product to gather and share customer feedback.

• Partner with Marketing to support the development of customer success stories and advocacy.
  

Process & Collaboration

• Apply and continuously improve customer success best practices to enhance efficiency and outcomes.

• Collaborate with Sales, Product, and Marketing teams on customer strategies and feedback loops.
  

Key Competencies:

• Strong communication and stakeholder engagement skills.

• Ability to manage relationships across multiple teams within customer organizations.

• Proficiency in customer success metrics and value-based communication.

• Skilled in renewals, expansion identification, and risk mitigation.

• Adaptable and collaborative in a fast-paced, evolving start-up SaaS environment.

• Experience with Salesforce
  

Success Metrics:

• Retention and expansion outcomes across your portfolio.

• Active engagement and multithread with key customer stakeholders.

• Contributions to internal process improvement and cross-functional collaboration.
  

Who You Are and Preferred Qualifications:

• You have 2–5 years of experience in Customer Success within B2B SaaS.

• You have a track record of managing customer relationships and driving adoption and retention.

• You excel at aligning customer needs with product value and delivering compelling narratives.

• You enjoy working cross-functionally and thrive in a fast-paced environment.

• You have experience with journey mapping tools or CX platforms.

• You have had good exposure to change management methodologies.

• You have a great understanding of design thinking and service blueprinting.

• At least 2 years of experience in a pre-IPO SaaS company, demonstrating adaptability and a proven ability to thrive in dynamic, multi-faceted roles

Take a look into our GTM here:

Website: https://www.theydo.com/
LinkedIn: https://www.linkedin.com/company/theydoio/

What we offer our permanent employees:

💰 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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