Customer Success Manager, TheyDo
+ Stock Package
More information about location
Collaborative workspace for customer journey management
Job no longer available
Collaborative workspace for customer journey management
21-100 employees
Job no longer available
+ Stock Package
More information about location
21-100 employees
Company mission
TheyDo is on a mission to make companies journey-centric.
Role
Who you are
- 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
- 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
What the job involves
- 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
- You'll 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
- 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
- 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
- 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
Our take
Founded just before the remote work boom, Dutch start-up TheyDo is a software solutions company focused on data integration and customer insight analysis. It's easy to see why, throughout 2021, the company grew exponentially, and in 2022 received 1.7 million euros in seed funding from Arches Capital and InnovationQuarter.
With an evolution in how and where people work, new problems arise that companies can troubleshoot, and TheyDo has been engineering software to help create a more frictionless transition to hybrid and remote. Having already transitioned into the US from Europe, TheyDo count Johnson & Johnson as a client.
With remote work set to stay, TheyDo plans to expand its engineering department and roll out its one platform for all data needs solutions to new territories. With US and European businesses already using their platform, the hope is that they can fill a gap in other markets too.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Mar 2024
$36m
EARLY VC
Dec 2022
$13.9m
SERIES A
Total funding: $52.4m
Company benefits
- Fully remote
- Collaborate with zealous colleagues having 20+ years of experience working in the field
- A unique opportunity to shape a product and our growing team
- Regular off-sites/company outings with the whole company
- Equity package
- Minimum of 25 days holiday
- Professional development reimbursement
- Mental health and wellness reimbursement
Company values
- Journey Together - we organize everything around journeys, from our internal teams to our quarterly goals, with remote collaboration as our guiding principle
- Own It - we champion ownership and never shy away from taking action or making decisions, even if it means apologizing later
- Cloaks Off - no hidden agendas, we value a working culture where transparency and integrity reign supreme
- Customer Fueled - At TheyDo, we’re building a once-in-a-decade product, and the only way to make it work is by involving our customers at every level
Articles
Leadership
Jochem van der Veer
(Co-founder & CEO)Previously Service Designer at de.foundation and VDV design, UX Designer at STRANGELOVE.
Charles Beaumont
(Co-founder & CTO)Previously Engineering Lead at de.foundation, Full Stack Web Developer at Lille Hummer, Research Engineer at LineSolar.
Martin Palamarz
(Co-founder)Was Strategy and Founding Partner at de.foundation, Interim Strategy Director at Nomads Agency, Interim Agile and & Business Design Coach at Randstad Nederland and Lead of Strategy and Delivery at Jungle Minds.
People progressing
Full Stack Engineer leading a product team.
Full Stack Engineer leading a product team.
Diversity, Equity & Inclusion at TheyDo
Matt Morelo Langan (Head of People)
- 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.
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