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Principal Customer Success Manager, Enterprise

Remote - US

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This role can performed remotely anywhere within the United States.

As Customer Success Manager on our Enterprise team, you will be responsible for building trusted and collaborative relationships with our most valuable customers. By providing strategic guidance and product enablement, you’ll increase platform adoption and value realization across your book of business.

CSMs are power users of the FullStory platform, leveraging their product knowledge and strategic expertise to help customers accomplish key business objectives. You’ll be expected to engage consistently with a highly specialized book of accounts, delivering excellent service in a way that’s value-driven and differentiated. You’ll build close working relationships with our Sales organization to drive retention and expansion, and will collaborate with FullStory’s Product and Marketing teams to influence platform feature decisions and positioning.

In a typical day, you might:

  • 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.

  • Collaborate with Sales counterparts to establish and promote partnerships, cultivating relationships across the customer base that result in retention and expansion.

  • Monitor overall customer usage data, health indicators, and renewal dates to prioritize engagement efforts. Take proactive ownership of at-risk customers, effectively leveraging and creating playbooks as powerful tools to achieve desired outcomes.

  • Serve as a customer advocate within FullStory’s internal teams, skillfully mobilizing internal resources across the organization as necessary to meet customer goals, with a particular emphasis on collaboration with Product and Marketing.

Here's what we're looking for:

  • 6+ years of experience in Customer Success Management or a related field

  • Experience in analyzing information, making connections, demonstrating deep-level thinking, and delivering expert advice through business reviews and customer engagements

  • Experience collaborating with teams of all sizes while also being able to work independently as a self-starter

  • Experience in building relationships across complex enterprise environments, including effective communication at the C-suite level

The impact you will have in 6 months:

  • Increased Monthly Active Users across your book of business.

  • Renewals won in collaboration with your Account Executive.

The impact you will have in 12 months:

  • Customer value stories shared internally.

  • Customer expansion opportunities shared with your Account Executive.

#LI-Remote #LI-CD1

About FullStory

Founded in 2014 on the belief that everyone benefits from a more perfect digital experience, FullStory’s digital experience intelligence (DXI) platform empowers businesses to continuously improve their customer experience across sites and apps. FullStory is backed by world-class investors and has 500+ employees worldwide with offices in Atlanta and London. We are proud to have been named to Forbes’ List of America’s Top Startup Employers, Wealthfront’s Career Launching Companies List, and LinkedIn’s Top US Startups List. We are guided by our values of Empathy, Clarity, Bionics, and Trust, which we embed in our day-to-day work.

How we support you:

FullStorians are committed to building something better—from how we approach our product, to how we care for our customers and each other. Better is only possible when we can bring our full selves to work. Along these lines, we offer:

  • 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.

FullStory is proud to be an equal opportunity workplace dedicated to fostering an increasingly diverse community. We want candidates of all human varieties, backgrounds, and lifestyles. There’s no problem that can’t be made better by bringing together people with a broader set of perspectives. If our product, values, and community resonate with you, please apply - we'd love to hear from you!

If you may require reasonable accommodations to participate in our job application or interview process, please contact accommodations@fullstory.com. Requests for accommodations will be treated confidentially.

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