Senior Enterprise Customer Success Manager
QuadricFull Time
Senior (5 to 8 years)
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.
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.
Digital experience analytics platform for businesses
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.