Enterprise Customer Success Manager

📋 Description

• • As an Enterprise Customer Success Manager at TheyDo B.V., you will be instrumental in driving customer-centricity at scale for the world's largest enterprises. You will serve as a strategic partner, guiding our most significant clients through their journey management transformation using our AI-powered platform. Your primary focus will be to ensure these global organizations derive tangible, measurable business impact from TheyDo, fostering deep, long-term relationships.
• • You will own the success of a dedicated portfolio of Tier 0/1 enterprise accounts, which are typically large, global organizations with complex needs. This ownership extends to being explicitly accountable for critical metrics such as renewals, expansion revenue, and Net Revenue Retention (NRR), with a target of achieving 130% or higher. You will also be responsible for developing and executing comprehensive Customer Success Plans that are meticulously aligned with each customer's unique journey management business objectives.
• • A key aspect of your role will be to drive deep adoption of the TheyDo platform and ensure customers realize its full value. You will leverage established methodologies like MEDDPICC and Command of the Message® to guide customer interactions and strategic planning, ensuring that TheyDo becomes an indispensable tool for their business operations.
• • You will collaborate closely with Enterprise Sales teams, Advisory Services, Journey Management Coaches (JMCs), Onboarding specialists, and other cross-functional teams. This collaborative approach is essential for delivering end-to-end customer outcomes and playing a critical role in our 'Land & Expand' growth strategy. Your ability to identify and nurture expansion opportunities will directly contribute to the company's revenue growth.
• • A significant part of your contribution will involve guiding enterprises in establishing journey management as a core operating model. This means helping them transition from static journey mapping exercises to a dynamic, continuously evolving journey management practice. You will empower customers to connect their journey insights directly to strategic business outcomes, enabling better prioritization and more informed decision-making across their organizations.
• • You will also support customers in implementing robust journey success metrics, demonstrating clear ROI, and effectively tracking the value derived from their investment in TheyDo. This focus on quantifiable results is paramount to demonstrating TheyDo's impact and securing continued partnership.
• • Accelerating time-to-value for new enterprise clients will be a priority. You will achieve this through structured onboarding processes, ensuring alignment with implementation teams, and developing outcome-driven success plans from the outset. By proactively identifying and leading expansion opportunities – whether through new use cases, broader team adoption, regional rollouts, or cross-functional integration – you will significantly deepen TheyDo's footprint within these accounts.
• • You will be adept at helping customers measure, communicate, and showcase the business impact of their journey-centric transformation. This involves translating technical adoption into clear business benefits and success stories. Furthermore, you will actively work to turn successful customer engagements into compelling case studies, references, and testimonials that highlight the real-world business impact achieved with TheyDo.
• • Executive engagement is a critical component of this role. You will lead and manage high-level interactions, including Executive Business Reviews (EBRs), working in close coordination with Sales and JMCs. This involves positioning and effectively selling services packages that are precisely aligned with the customer's maturity level and transformation goals.
• • You will also contribute to the evolution of our Customer Success practice by driving the development of new playbooks, frameworks, and strategic directions. Additionally, you will play a role in supporting the onboarding and enablement of new Customer Success Managers, sharing your expertise and best practices to build a world-class team.
• • This role is designed for individuals who thrive in a proactive, strategic environment, are excited by commercial responsibility, and enjoy engaging with senior executives. It is not a reactive, ticket-driven role, nor is it suited for those who prefer low ambiguity and limited autonomy. If you are passionate about driving customer success, achieving ambitious growth targets, and making a significant impact on how global enterprises operate, this is an exceptional opportunity.