TheyDo - Journey Management

Enterprise Customer Success Manager

TheyDo - Journey Management

full-time

Posted on:

Location Type: Remote

Location: Germany

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About the role

  • Own the success of a portfolio of Tier 0/1 enterprise accounts
  • 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
  • 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
Benefits
  • 💰 Competitive compensation and pre-IPO equity
  • 🌍 Fully remote working with flexible hours
  • 🩺 Health Insurance benefit
  • 🌴 Flexible holiday days
  • 🧠 Learning and Development budget
  • 🧘‍♂️Wellbeing budget
  • 👪 Paid parental leave
  • 👨‍💻Home office or co-working support
  • 🗺️ Company events
  • ⚒️ Latest tech & tools
  • 🚀 Continuous growth of our benefits package as we continue to grow in size

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Enterprise SaaSCustomer SuccessConsultingStrategic Account ManagementNet Revenue RetentionValue RealizationImpact MeasurementJourney MappingChange ManagementMEDDPICC
Soft skills
AccountabilityInfluencingEngagementCollaborationLeadershipCommunicationStructured ApproachData-DrivenStrategic ThinkingCustomer-Centric