Senior Implementation Engineer

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

What you'll do

You’ll be the face of TheyDo for new enterprise and mid-market customers, guiding them from the first kickoff to a successful Go-Live. You’ll ensure they integrate key systems, get value fast, and feel confident every step of the way.

This isn’t just customer hand-holding it’s proactive, technically-informed, outcomes-driven onboarding. You’ll design and scale our onboarding playbook, track success, and work cross-functionally to continuously improve how customers experience TheyDo from day one.

• Own and manage the onboarding lifecycle for new customers, be their guide, point of contact, and strategic partner through implementation

• Coordinate technical onboarding steps, including SSO setup, AWS S3 data transfers, API integrations, and ingestion flows collaborating closely with Engineering as needed

• Reduce time-to-value by helping customers quickly connect TheyDo to their existing ecosystem and align teams around journey management

• Build scalable, repeatable frameworks and playbooks to streamline onboarding and create consistency across customer experiences

• Project manage multiple onboarding implementations in parallel, working closely with Customer Success Managers and Journey Management Coaches

• Collaborate with Sales, Product, Support, and Customer Success to deliver a frictionless handover and smooth experience from contract to activation

• Serve as a trusted advisor to customers, educating them on journey management and helping them adopt TheyDo effectively

• Track onboarding metrics like time-to-value, Net Promoter Score (NPS) and adoption rates

• Champion the voice of the customer escalating insights to improve our product and internal processes

What we're looking for

• 3+ years of onboarding or implementation experience in SaaS, preferably within workflow, research, or CX platforms

• Proven ability to manage complex onboarding projects for enterprise and mid-market accounts

• Technical proficiency, comfortable navigating APIs, data flows, and customer integrations with tools like AWS S3

• Confident handling SSO configurations and guiding customers through the setup

• Strong project management skills, organized, proactive, and able to juggle multiple workstreams

• Empathetic and clear communicator, able to simplify complex topics and support teams through change

• Familiarity with journey management, service design, or design thinking is a major plus

Why you shouldn’t apply

This role is not for you if you’re looking for a fully defined process to follow. We’re still building and scaling our onboarding engine, there’s plenty of ambiguity and experimentation. You’ll need to be hands-on, comfortable wearing multiple hats, and happy collaborating across time zones with limited structure. If you prefer predictable routines and clear playbooks from day one, this likely isn’t the right fit.

💰 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 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 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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