Customer Success Manager
PanoptoSalary not specified
- Full Time
- Junior (1 to 2 years)
Not SpecifiedCompensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Software as a Service (SaaS), Customer SuccessIndustries
Requirements
Candidates should have 6+ years of experience in Customer Success Management or a related field, with experience managing a minimum of $4-6M ARR and 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 is desired, and experience with SaaS platforms is preferred. Exceptional communication and relationship-building skills, along with strong analytical and problem-solving skills, are required.
Responsibilities
As a Principal Customer Success Manager, you will be a trusted advisor for FullStory’s most valuable customers, helping them achieve maximum value from the Fullstory suite of products by providing strategic guidance and product enablement. You will oversee the customer experience for a portfolio of 5-10 enterprise-level accounts, ensuring Fullstory’s platform is utilized to drive business outcomes, and will forecast, identify risk, and maintain a strong customer renewal rate and growth rate in partnership with the Account Executive team. You will collaborate with Sales, Marketing, Product, and Fullstory executive leadership to develop and execute success plans, create and deliver Executive Business Reviews, represent Fullstory as a domain expert, and advocate for customer feature priorities internally. Additionally, you will build close working relationships with the Sales organization to drive retention and expansion, and work with Fullstory’s Product and Marketing teams to influence platform feature decisions and positioning.
Skills
Customer Success Management
Strategic Guidance
Product Enablement
Account Management
Risk Management
Cross-functional Collaboration
Customer Retention
Growth Strategy
Platform Feature Knowledge
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.
Key Metrics
Atlanta, GeorgiaHeadquarters
2014Year Founded
$189.9MTotal Funding
LATE_VCCompany Stage
Data & Analytics, Enterprise SoftwareIndustries
501-1,000Employees