Principal Customer Success Manager


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This role can be performed remotely anywhere within Singapore.

A key member of the APAC Customer Experience team at FullStory, the Principal Customer Success Manager (CSM) on our team is responsible for building trusted and collaborative relationships with our APAC customers and driving widespread adoption of FullStory products at scale.

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.

The charter of the CX team at FullStory is to create empathy-driven experiences that complement and support our customers’ needs, while delivering widespread business value to customers both large and small.

Day-to-day you'll:

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

  • Monitor overall customer usage data, health indicators, and renewal dates to inform segment-specific success programs.

  • Build and nurture relationships across our customer base to cement our commitment to customers.

  • Quickly identify risks to long-term customer retention and employ strategies to remove roadblocks and deliver success.

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

  • Represent FullStory as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities.

We're looking for someone who:

  • Has 4+ years of experience in Customer Success Management or a related field within SaaS.

  • Has experience grasping complex topics and succinctly communicate these topics at levels of varying complexity based on audience

  • Has experience prioritizing, multi-tasking, and performing effectively while balancing action-oriented meetings

It would be amazing if:

  • You have experience in CX or analytics platforms such as FullStory.

  • You are familiar with tools such as Slack, Google Product Suite (Calendar, Slides, Sheets, Sites), Powerpoint and Excel PQ.

  • You have excellent relationship-building skills. You have the ability to grow and nuture relationships with internal stakeholders while also being able to work independently as a self-starter.

#LI-Remote #LI-NV1

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 Requests for accommodations will be treated confidentially.