Senior Customer Success Manager at FullStory

Atlanta, Georgia, United States

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

4+ years of experience in customer success management, consulting, account management or a related field
Ability to analyze information, make connections, demonstrate deep-level thinking, and deliver expert advice via business reviews and customer engagements
Ability to collaborate with teams of all sizes while also being able to work independently as a self-starter
Proven experience building relationships across complex enterprise environments, including effective communication at the VP level and above
Excellent relationship-building skills, including the ability to grow and nurture relationships with internal stakeholders
Reside within a commutable distance to Atlanta office for hybrid position requiring in-office attendance one day per week

Responsibilities

Be a trusted advisor for strategic customers, providing best-in-class strategic guidance to increase platform adoption and value realization
Ensure Fullstory’s most strategic customers receive maximum value from their investment, utilizing key features that drive business outcomes and documenting value & ROI delivered
Create strong partnerships with Sales counterparts to build and nurture relationships across customer base that lead to retention and expansion
Monitor customer usage data, health indicators, and renewal dates to prioritize engagement and take proactive ownership of at-risk customers, leveraging and creating playbooks
Serve as a customer advocate to internal teams, mobilizing resources across the business to deliver on customer goals
Collaborate with Product and Marketing teams to influence platform feature decisions and positioning
Engage consistently with a highly specialized book of accounts, delivering world-class, value-driven service

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementCustomer RetentionCustomer ExpansionROI AnalysisUsage MonitoringPlaybooksStrategic GuidanceProduct AdoptionSales Collaboration

Questions & Answers

Common questions about this position

Is this a remote position or does it require office attendance?

This is a hybrid position requiring in-office attendance one day per week at the Atlanta office, and candidates must reside within a commutable distance.

What experience is required for the Senior Customer Success Manager role?

Candidates need 4+ years of experience in customer success management, consulting, account management, or a related field.

What key skills are needed for this position?

The role requires the ability to analyze information and deliver expert advice, collaborate with teams while working independently as a self-starter, build relationships in complex enterprise environments, and communicate effectively at the VP level and above.

What is the reporting structure for this role?

You will report to the Director, Strategic Customer Success.

What makes a strong candidate for this Senior Customer Success Manager position?

Strong candidates have 4+ years in customer success or related fields, excellent analytical and strategic thinking skills, proven relationship-building abilities across enterprise levels, and the capacity to collaborate while working independently.

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.

Land your dream remote job 3x faster with AI

Try Jobo Free