Principal Customer Success Manager

Summary

Join Fullstory's EMEA Success team as a Principal Customer Success Manager, working remotely from anywhere in the UK with occasional travel. As a subject matter expert, you will lead complex enterprise-level customer engagements, driving strategic impact and providing thought leadership. You will guide customers on product adoption, manage risks, and identify opportunities for new products and services. You'll build relationships with the sales team to drive retention and expansion, and collaborate with product and marketing teams. The role involves overseeing customer experience for a portfolio of high-value accounts, ensuring maximum value from Fullstory's platform, and forecasting/managing risk. You will also create executive business reviews and represent Fullstory as a product expert.

Requirements

• 6+ years of experience in Customer Success Management or a related field
• Experience managing a minimum of $4-6M ARR, working with large Fortune 500 or Global 2000 sized customers
• A proven track record of measurably impacting customer results through creative problem-solving, strategic consulting, and change management. Experience in doing this with SaaS platforms is desired but not required
• Exceptionally strong communication and relationship-building skills, with proven success cultivating executive-level (VP+) relationships as top-tier customers. Able to multithread across diverse stakeholders, influence C-suite decision-makers, navigate complex political landscapes, and deliver compelling, strategic presentations that shape customer direction
• Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness

Responsibilities

• Oversee the customer experience for a portfolio of 5-10 enterprise-level, high-value accounts, along with a small number of lower-tier accounts, with the goals of retention and growth
• Ensure Fullstory’s most strategic customers receive maximum value from their investment in our platform, utilizing key features that drive their intended business outcomes, while also documenting the value and ROI delivered
• Forecasting, identifying risk, and maintaining a strong customer renewal rate and growth rate in partnership with the Account Executive team
• Partner with multiple internal cross-functional teams (Sales, Marketing, Product, and Fullstory executive leadership) to develop and execute success plans that align stakeholders on growth strategies and risk mitigation
• Create and deliver Executive Business Reviews, presentations and strategic consultations to align on goals, priorities, growth opportunities, and overall business vision to support optimal adoption of the Fullstory platform
• Represent Fullstory as a leading domain and product expert in customer interactions, industry and corporate events, as well as online within both customer-facing and internal communities
• Being an advocate for customers’ product feature priorities internally within Fullstory and align with product team around driving product roadmap

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 Collaboration. Connect with fellow Fullstorians in real life through team off-sites, a lively ATL home office, and annual full-company meet-up
• 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