Principal Customer Success Manager, Spanish Speaking

The Principal Customer Success Manager will act as a trusted advisor for high-value customers, guiding them to achieve maximum value from the Fullstory suite of products. Responsibilities include providing strategic guidance, product enablement, driving product adoption, removing roadblocks, proactively managing risk, and identifying opportunities for new products and services. This role involves overseeing the customer experience for a portfolio of 10-20 enterprise-level accounts, ensuring customers receive maximum value from their investment, and documenting the value and ROI delivered. The CSM will also be responsible for forecasting, identifying risk, maintaining strong customer renewal and growth rates in partnership with the Account Executive team, and collaborating with multiple internal cross-functional teams to develop and execute success plans. They will create and deliver Executive Business Reviews, presentations, and strategic consultations, and represent Fullstory as a leading domain and product expert in customer interactions and industry events. Additionally, the role involves advocating for customers’ product feature priorities internally and aligning with the product team on driving the product roadmap, while utilizing AI tools to enhance work quality and efficiency.