Principal Customer Success Manager, Strategic

Summary

Join Fullstory as a Principal Customer Success Manager and become a trusted advisor to our most valuable clients. You will guide them to maximize the value of our product suite, driving product adoption, removing obstacles, and proactively managing risks. This role involves strategic guidance, product enablement, and identifying opportunities for new products and services. You will collaborate with sales, product, and marketing teams, building strong relationships to drive retention and expansion. The position is remote within the US, with occasional travel to customer sites. You will report to the Director, Strategic Customer Success and manage a portfolio of 5-10 enterprise-level accounts.

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 the ability to multithread across stakeholders and deliver compelling executive-level presentations
• 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 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 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