Senior Manager of Customer Success

Summary

Join Fullstory's Customer Success team as a Player-Coach, managing a team of 3-5 CSMs and directly handling strategic enterprise accounts in the EMEA region. This remote role within the UK requires travel to customer sites. You will lead and develop your team, ensure customer value from Fullstory's platform, cultivate strong stakeholder relationships, and proactively mitigate churn risks. Responsibilities include preparing executive presentations, representing Fullstory as a product expert, and collaborating across teams. The ideal candidate possesses 6+ years of Customer Success Management experience, managing large and complex accounts, and demonstrating a strong track record of results.

Requirements

• 6+ years of experience in Customer Success Management or a related field
• Experience managing large ($500k ARR) and complex accounts (Fortune 500, multi-business)
• Strong track record of results across retention, expansion and customer value
• Strong executive presence, presentation and communication skills

Responsibilities

• Lead and develop a team of 3-5 CSMs by providing ongoing coaching and mentorship, professional development opportunities, and implementing effective enablement plans
• Ensure Fullstory customers derive maximum value from their investment in our platform by utilizing key features, integrations, and use cases that drive business outcomes
• Cultivate strong relationships with key stakeholders across your team's portfolio of accounts, collaborating closely to develop and execute success plans that drive customer value and achieve their strategic objectives. Champion best practices, track progress, and capture impactful customer success stories to share both internally and externally
• Proactively identify and mitigate risks to customer churn, working cross-functionally with Sales, Support, and Product teams to drive cohesion in decision making and alignment on priorities
• Prepare clear executive-level presentations for the team and senior management highlighting customer retention, adoption, and growth
• Represent Fullstory as a 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