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Principal Customer Success Manager

United Kingdom

woman with cat on laptop

This role can be performed remotely anywhere within in the United Kingdom.

A key member of the Customer Experience team at FullStory, the Customer Success Manager (CSM) on our EMEA Success team is responsible for building trusted and collaborative relationships with our most valuable customers. By providing best-in-class 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 world-class 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 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, with a special focus on Product and Marketing collaboration.

  • 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.

  • Travel locally in UKI market for occasional customer meetings (approximately 20%).

Here's what we're looking for:

  • Experience working in Customer Success Management with a book of Enterprise clients.

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

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

  • Experience collaborating with teams of all sizes while also demonstrating the ability to work independently as a self-starter.

  • The willingness to travel up to 20%.

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.

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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