Senior Customer Success Manager

Hybrid Senior Customer Success Manager

This hybrid position requires in‑office attendance one day per week at our Atlanta office. Candidates must reside within a commutable distance to be considered.

As a Senior Customer Success Manager on our Enterprise team, you will be a trusted advisor for our most valuable customers helping them achieve maximum value from the Fullstory suite of products. By providing best‑in‑class strategic guidance, you’ll increase platform adoption and value realization across your book of business. You will report to the Manager of Customer Success.

• Ensure strategic customers receive maximum value from Fullstory, utilizing key features that drive intended business outcomes and documenting value & ROI delivered.
• Build and nurture close relationships with Sales counterparts, leading to retention and expansion.
• Monitor customer usage data, health indicators, and renewal dates to prioritize engagement; leverage AI tools to analyze trends, identify at‑risk customers, and use playbooks to drive desired outcomes.
• Serve as a customer advocate, mobilizing internal resources across the business to deliver on customer goals.

• 4+ years of experience in customer success management, consulting, account management or a related field.
• Deep analytical and strategic thinking, demonstrated through expert advice via business reviews and customer engagements.
• Self‑starter with ability to collaborate with teams of all sizes and work independently.
• Proven experience building relationships across complex enterprise environments, including communication at the VP level and above.
• Excellent relationship‑building skills, including growing and nurturing relationships with internal stakeholders.

• In 6 months:
  Increased value realization across your book of business; renewals won in collaboration with your Account Executive; expansion opportunities created in collaboration with your Account Executive.
• In 12 months:
  Customer value stories shared internally; customer expansion opportunities shared with your Account Executive.

The base salary ranges from $100,000 – $105,000 USD. OTE (on‑target earnings) is $142,857 – $150,000 USD. Total compensation varies based on experience, qualifications, and market conditions.

Fullstory is a leading behavioral data platform transforming how businesses understand and improve their digital experiences. Our technology empowers companies to uncover insights, optimize customer and employee journeys, and deliver exceptional online interactions.

• Flexibility and Connection:
  One day a week in our Atlanta HQ and London office; flexible PTO policy, company‑wide closure, and federal holidays.
• Benefits:
  Sponsored benefit packages for US‑based Fullstorians and supplemental coverage for international employees.
• Learning opportunities:
  Professional development through training programs and an annual learning subsidy for US and EMEA employees.
• Productivity support:
  Monthly productivity stipend for US and EMEA employees.
• Team
  
  Collaboration:
  
  Off‑site meetings and an annual full‑company meet‑up.
• Paid parental leave and bereavement leave, including miscarriage/pregnancy loss.

Fullstory is proud to be an equal‑opportunity workplace dedicated to fostering an increasingly diverse community. We welcome candidates of all backgrounds and lifestyles. If our product, values, and community resonate with you, please apply – we’d love to hear from you!