Principal Customer Success Manager

United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software, BiotechnologyIndustries

Requirements

Candidates should have 6+ years of experience in Customer Success Management or a related field, with experience managing a minimum of $4-6M ARR and working with large Fortune 500 or Global 2000 sized customers. A proven track record of measurably impacting customer results through creative problem-solving, strategic consulting, and change management is required, along with exceptionally strong communication and relationship-building skills, and strong analytical and problem-solving abilities.

Responsibilities

The Principal Customer Success Manager will act as a trusted advisor for valuable customers, providing strategic guidance and product enablement to help them achieve maximum value from the Fullstory suite. Responsibilities include driving product adoption, removing roadblocks, managing risk, identifying opportunities for new products and services, and overseeing the customer experience for a portfolio of 10-20 enterprise-level accounts to ensure retention and growth. The role involves forecasting, identifying risk, maintaining strong customer renewal and growth rates in partnership with Sales, collaborating with internal teams on success plans, creating and delivering Executive Business Reviews, and representing Fullstory as a product expert.

Skills

Customer Success Management

Strategic Guidance

Product Adoption

Risk Management

Sales

Customer Relationship Management

Forecasting

Account Management

Cross-functional Collaboration

Value-driven Service

ROI Analysis

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