[Remote] Principal Customer Success Manager, EMEA at FullStory

London, England, United Kingdom

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software, Customer ExperienceIndustries

Requirements

Candidates must have 6+ years of experience in Customer Success Management or a related field, with a proven track record of managing at least $4-6M ARR and working with Fortune 500 or Global 2000 sized customers. Exceptional communication and relationship-building skills are essential, along with the ability to cultivate executive-level relationships, influence C-suite decision-makers, and navigate complex political landscapes. Strong analytical and problem-solving skills are also required.

Responsibilities

The Principal Customer Success Manager will lead complex, enterprise-level customer engagements, drive strategic impact, and provide thought leadership. Responsibilities include driving product adoption, removing roadblocks, managing risk, identifying new product opportunities, forecasting, maintaining renewal and growth rates, and partnering with sales. The role involves creating and delivering Executive Business Reviews, representing Fullstory as a product expert, and advocating for customer product feature priorities internally.

Skills

Customer Success Management

Enterprise Account Management

Strategic Guidance

Product Adoption

Risk Management

Sales Collaboration

Product Influence

Customer Retention

Customer Growth

Value-Based Service Delivery

ROI Analysis

Forecasting

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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