Principal Success Manager


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This role can be performed remotely anywhere within Australia.

FullStory is looking for a Principal Success Manager (CSM) who will help our APAC-based clients with the adoption, best practice, and strategy guidance they need to become FullStory heroes. In this role, you will be responsible for driving increased value, customer satisfaction, and adoption across some of FullStory’s most strategic accounts.

Reporting to the Director of Customer Experience, you will manage a list of business accounts across multiple regions in APAC. You will work closely with those customers, delivering world-class service through meaningful 1:1 engagements that help them achieve exponential value with FullStory. As a power user of our platform, you will be able to apply your own product knowledge to your customers’ problems, guiding them to efficient solutions.

You’ll seek out valuable business and use case lessons from the field that will influence the future of FullStory. You will have a close working relationship with the product and design teams (to influence product feature decisions and priority) as well as the sales, APAC customer experience team and marketing teams (to assist in positioning our product based on the most realistic and proven use cases we’ve learned in the field).

Day-to-day you’ll:

  • Build relationships and drive positive outcomes across your book of business.

  • Ensure your customers realize maximum value from their investment in our platform, utilizing key features, APIs, and products that drive business value.

  • Monitor customer usage data, health indicators, and renewal dates to inform and customize your approach to each account.

  • Serve as a customer advocate to FullStory’s Product team and the rest of the organization.

  • Drive thought leadership with the internal team on Digital Experience Intelligence.

  • Help improve processes and share learnings with the Customer Experience team.

We’re looking for someone who:

  • Has experience in Customer Success Management or a related field.

  • Has experience analyzing information, making connections, and demonstrating deep-level thinking.

  • Has experience communicating with groups of all sizes, from end users to executive buyers.

  • Has experience collaborating with AMER-based teams and working independently.

It would be amazing if:

  • You have strong competencies in Marketing, SaaS, and eCommerce.

  • You have experience in FullStory or other Digital Experience or analytics platforms.

  • You enjoy interacting and collaborating with cross-functional teams on a global level.

#LI-Remote #LI-NV1

Australia; Sydney, Australia

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 unlimited 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.

  • 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 Requests for accommodations will be treated confidentially.