Principal Customer Success Manager - EMEA

Location Type: Remote Employment Type: FullTime

This role can be performed remotely from anywhere within the United Kingdom, with the expectation of travel to customer on-sites across EMEA as needed.

Position Overview

As a Principal Customer Success Manager on our EMEA Success team, you will serve as a subject matter expert within Fullstory. You will lead complex, enterprise-level customer engagements, drive strategic impact on the overall end-to-end journey framework, and provide thought leadership across the Customer Success organization. By providing strategic guidance and product enablement, you will be responsible for driving product adoption of existing tools, removing roadblocks, proactively managing risk, and identifying opportunities for new products and services within your book of business. You will report to the Snr Manager, Customer Success, EMEA.

CSMs are power users of the Fullstory platform, leveraging their product knowledge and strategic expertise to help customers accomplish key business objectives. You’ll be expected to engage consistently with a highly specialized book of accounts, delivering excellent service in a way that’s value-driven and differentiated. You’ll build close working relationships with our Sales organization to drive retention and expansion, and will collaborate with Fullstory’s Product and Marketing teams to influence platform feature decisions and positioning.

Responsibilities

In a typical day, you might:

• Oversee the customer experience for a portfolio of 5-10 enterprise-level, high-value accounts, along with a small number of lower-tier 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 also documenting the value and ROI delivered.
• Forecasting, identifying risk, and maintaining 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.
• Act as an advocate for customers’ product feature priorities internally within Fullstory and align with the product team around driving the product roadmap.

Requirements

Here’s what we’re looking for:

• 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 in doing this with SaaS platforms is desired but not required.
• Exceptionally strong communication and relationship-building skills, with proven success cultivating executive-level (VP+) relationships as top-tier customers.
• Ability to multithread across diverse stakeholders, influence C-suite decision-makers, navigate complex political landscapes, and deliver compelling, strategic presentations that shape customer direction.
• Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness.

Compensation

• Base Salary: £80,000 - £90,000 GBP
• OTE (On-Target Earnings): £114,286 - £128,571 GBP
  • Total compensation will vary based on relevant experience, qualifications, and market conditions.

About Fullstory

Fullstory is a leading behavioral data platform.

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