Director, Partner Success

Summary

Join Fullstory as a Partnership Success Director and lead the Partner Delivery Program, maximizing customer ROI through a network of service partners. This remote role (with up to 30% travel) involves overseeing partner performance, fostering relationships, and ensuring customer success. You will act as a commercial point of contact for partners, proactively managing risks and forecasting revenue. Responsibilities include preparing executive presentations, creating educational content, supporting co-sale opportunities, and collaborating with CX and Sales leadership. Success will be measured by customer retention and expansion through the partner network. The role reports to the Chief Customer Officer and is crucial for Fullstory's growth strategy.

Requirements

• Proven track record in Account Management, Solution/Value Engineering, Consulting, Customer Success, or Partner/Channel Management in SaaS
• Experience gathering and analyzing insights from data sets to guide decision-making processes, solicit cross-functional buy-in, and measure results
• Experience directly managing a team of customer facing, technical, commercially incentivized teams
• Experience building and influencing relationships with revenue stakeholders at all levels of management (e.g., partners, customers, consultants)

Responsibilities

• Act as commercial point of contact and trusted business advisor to a highly-targeted network of Delivery partners, while proactively overseeing, measuring, and managing partner effectiveness through key relationships and partner scorecards
• Proactively partner with CX leaders to identify and mitigate risks to customer churn and manage partner engagements to forecast revenue impacting events
• Prepare and deliver executive-level presentations for senior management highlighting customer retention, adoption, and growth across the Partner customer portfolio
• Create and deliver educational content and campaigns to drive the adoption of core Fullstory functionality and new releases. Build rich persona-based enablement and in-app onboarding to mature Fullstory use cases and drive customer stickiness
• Proactively support co-sale opportunities with our sought after accounts, develop co-marketing activities for mutual benefit, while providing our solution partners with ongoing product, service, sales and market support
• Work closely with the CX and Sales leadership team as their key solution partner resource and expert on KPIs for active customer engagements and resulting expansion opportunities

Benefits

• Autonomy and flexibility. From a remote-first work environment and flexible paid time off, to an annual company-wide closure – Fullstorians can focus on the moments that matter
• Benefits. Take care of the whole you. FullStory offers sponsored benefit packages for US-based Fullstorians, and supplemental coverage options for international Fullstorians
• Learning opportunities. We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy
• Productivity support. We provide all Fullstorians with a monthly productivity stipend and reimburse remote colleagues for their initial home office set up
• Team events. Connect with fellow Fullstorians through Employee Resource Group events, Listening & Alignment weeks, and team off-sites
• Paid parental leave. Fullstorians have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances
• Grow your family. We offer a global fertility and family building benefit that encompasses all journeys to growing your family
• Bereavement leave. Every family is different; we leave it to you to define who your family is, and support you when you need it most
• Miscarriage/Pregnancy loss leave. Whether it is for a Fullstorian or their partner – take the time you need