Principal Customer Success Manager 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, SaaSIndustries

Requirements

6+ years of experience in Customer Success Management or a related field
Experience managing a minimum of $4-6M ARR, 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 (experience with SaaS platforms desired but not required)
Exceptionally strong communication and relationship-building skills, with the ability to multithread across stakeholders and deliver compelling executive-level presentations
Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness
Candidates must reside within a commutable distance of the Atlanta office for hybrid position requiring in-office attendance one day per week

Responsibilities

Oversee the customer experience for a portfolio of 10-20 enterprise-level, high-value accounts with the goals of retention and growth
Ensure Fullstory’s most strategic customers receive maximum value from their investment in our platform, utilizing key features that drive their intended business outcomes, while documenting the value and ROI delivered
Forecast, identify risk, and maintain a strong customer renewal rate and growth rate in partnership with the Account Executive team
Partner with multiple internal cross-functional teams (Sales, Marketing, Product, and Fullstory executive leadership) to develop and execute success plans that align stakeholders on growth strategies and risk mitigation
Create and deliver Executive Business Reviews, presentations, and strategic consultations to align on goals, priorities, growth opportunities, and overall business vision to support optimal adoption of the Fullstory platform
Represent Fullstory as a leading domain and product expert in customer interactions, industry and corporate events, as well as online within both customer-facing and internal communities
Be an advocate for customers’ product feature priorities internally within Fullstory and align with product team around driving product roadmap
Use AI tools (e.g., Gemini, AgentSpace, or AI features in other SaaS tools) that enhance work quality and help to be more efficient in making an impact
Provide strategic guidance and product enablement to drive product adoption of existing tools, remove roadblocks, proactively manage risk, and identify opportunities for new products and services within book of business
Build close working relationships with the Sales organization to drive retention and expansion, and collaborate with Product and Marketing teams to influence platform feature decisions and positioning

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementProduct AdoptionRetention StrategiesRisk ManagementRenewal ForecastingCross-Functional CollaborationROI AnalysisEnterprise AccountsStrategic PlanningSales PartnershipProduct Enablement

Questions & Answers

Common questions about this position

Is this position remote or hybrid, and what are the location requirements?

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 level is required for this Principal Customer Success Manager role?

Candidates need 6+ years of experience in Customer Success Management or a related field, plus experience managing a minimum of $4-6M ARR with large Fortune 500 or Global 2000 sized customers.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What does a typical day look like for this role?

A typical day involves overseeing customer experience for 10-20 enterprise accounts, ensuring maximum value and ROI, forecasting risks, partnering with cross-functional teams, and delivering Executive Business Reviews.

What makes a strong candidate for this Principal Customer Success Manager position?

A strong candidate has a proven track record of measurable success in customer retention and growth, deep product expertise as a power user of the Fullstory platform, and experience collaborating cross-functionally with Sales, Product, and Marketing teams.

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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