Senior Customer Success Manager

Summary

Join FullStory's Customer Experience team as a Senior Customer Success Manager and build strong relationships with key customers. This remote role, based anywhere in the US, requires travel to customer sites. You will provide strategic guidance to increase platform adoption and value realization. Responsibilities include monitoring customer usage, proactively addressing at-risk accounts, and serving as a customer advocate within FullStory. You will collaborate with sales and product teams. The ideal candidate has 4+ years of experience in customer success management and proven ability to build relationships in complex enterprise environments. FullStory offers competitive compensation, including a base salary and OTE, along with various benefits such as flexible paid time off, professional development opportunities, and a remote-first work environment.

Requirements

• 4+ years of experience in Customer Success Management or a related field
• Ability to analyze information, make connections, demonstrate deep-level thinking, and deliver expert advice via business reviews and customer engagements
• Ability to collaborate with teams of all sizes while also being able to work independently as a self-starter
• Proven experience building relationships across complex enterprise environments, including effective communication at the C-suite level
• Excellent relationship-building skills, including the ability to grow and nurture relationships with internal stakeholders

Responsibilities

• Ensure FullStory’s most strategic customers receive maximum value from their investment in our platform, utilizing key features that drive their intended business outcomes and documenting value & ROI delivered
• Create a strong partnership with your Sales counterparts to build and nurture relationships across your customer base that lead to retention and expansion
• Monitor overall customer usage data, health indicators, and renewal dates to prioritize your engagement. Take proactive ownership of at-risk customers, effectively leveraging and creating playbooks as powerful tools to drive desired outcomes
• Serve as a customer advocate to FullStory’s internal teams, adeptly mobilizing internal resources across the business as needed to deliver on customer goals
• Represent FullStory as a leading domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities

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