Manager, Professional Services at FullStory

Atlanta, Georgia, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Professional ServicesIndustries

Requirements

5+ years of experience in Professional Services, Consulting, or a Customer Success leadership role within a B2B SaaS environment, with significant exposure to Enterprise-level accounts
3+ years of formal management experience leading analytical or technical staff, with a strong track record of developing and retaining high-performing teams
Proven ability to define and optimize services delivery processes, leverage AI technologies to improve efficiency, manage team utilization, and report on operational KPIs
Exceptional executive-level communication and presentation skills, with the ability to manage complex stakeholder relationships and articulate strategic business value
Strong understanding of technical solutioning and the application of data analytics to drive Enterprise-level business outcomes
Candidates must reside within a commutable distance to Atlanta office for hybrid position requiring in-office attendance one day per week
Preferred Qualifications
Experience managing teams that include both Analytical roles (Insights Analysts) and Technical roles (Solutions Architects or Implementation Consultants)
Prior hands-on experience in a technical or analytical role (e.g., as an analyst or architect) that informs your managerial judgment
Direct experience leading services delivery for Fortune 500 or Global 2000 clients

Responsibilities

Lead, mentor, and coach a multidisciplinary team of Customer Insights Analysts and Solutions Architects, cultivating a high-performing, collaborative, and data-driven culture
Institute best practices and quality gates to ensure all engagements conclude with a clear presentation of achieved business value and ROI for Strategic Customers
Conduct regular 1:1 meetings, set clear goals, provide continuous feedback, and manage performance reviews and career development plans for all direct reports
Serve as the first point of escalation for complex project challenges, resource conflicts, and critical customer issues, ensuring timely resolution and maintaining customer trust
Own the overall team capacity planning, utilization forecasting, and resource allocation for all customer engagements, ensuring projects are staffed appropriately and profitably, prioritizing Strategic Customer needs
Champion the customer experience internally, ensuring that the services team is delivering measurable, executive-level value and driving deep adoption of our solutions across Enterprise accounts

Skills

Key technologies and capabilities for this role

Team LeadershipPeople ManagementPerformance ManagementResource ManagementCapacity PlanningUtilization ForecastingEscalation ManagementCustomer InsightsSolutions ArchitectureOperational ExcellenceProject DeliveryROI Analysis1:1 CoachingCareer DevelopmentData-Driven Culture

Questions & Answers

Common questions about this position

Is this position remote or hybrid?

This is a hybrid position requiring in-office attendance one day per week at the Atlanta office, and candidates must reside within a commutable distance.

What experience is required for this role?

Candidates need 5+ years in Professional Services, Consulting, or Customer Success leadership in B2B SaaS with Enterprise accounts, plus 3+ years of formal management experience leading analytical or technical staff.

What team will I be leading?

You will lead a multidisciplinary team of Customer Insights Analysts and Solutions Architects.

What is the company culture like for this team?

The role emphasizes cultivating a high-performing, collaborative, and data-driven culture through team leadership, mentoring, and fostering career growth.

What makes a strong candidate for this position?

A strong candidate has proven ability to define and optimize services delivery processes, leverage AI technologies, manage team utilization, report on KPIs, and possess exceptional executive-level communication skills.

FullStory

Digital experience analytics platform for businesses

About FullStory

FullStory provides a platform for digital experience analytics, allowing businesses to understand user interactions on their websites and mobile apps. The platform captures and analyzes these interactions, helping companies identify issues and optimize user experiences to enhance conversions and customer satisfaction. FullStory serves a variety of clients, including e-commerce, financial services, and travel companies, making it applicable to any business with a digital presence. Operating on a Software-as-a-Service (SaaS) model, clients subscribe to the platform and pay a recurring fee based on their usage and required features. This model allows for scalability and offers different pricing tiers to accommodate businesses of all sizes. FullStory's goal is to improve online user experiences through detailed insights and data analysis.

Atlanta, GeorgiaHeadquarters

2014Year Founded

$189.9MTotal Funding

LATE_VCCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Access 6 subsidized sessions with a coach per year

99% of health insurance premiums covered; 75% for dependents

Annual learning subsidy

Fully distributed workforce

Generous parental leave policy

10 days of company holidays

Unlimited time off

401(k) with a $2 to $1 match

Risks

UserTesting's new integrations may offer more comprehensive solutions than FullStory.

Rapid AI evolution in e-commerce could outpace FullStory's current offerings.

Jason Wolf's appointment may lead to short-term disruptions during strategic changes.

Differentiation

FullStory offers pixel-perfect session playback for detailed user interaction analysis.

The platform provides AI-ready behavioral data, enhancing digital experience insights.

FullStory's SaaS model allows scalable solutions for businesses of all sizes.

Upsides

Growing demand for AI-driven personalization boosts FullStory's market potential.

Partnership with Google Cloud enhances FullStory's AI capabilities.

Recognition in Deloitte Technology Fast 500 highlights FullStory's rapid growth.

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