Senior Customer Success Manager, fullstory
Enterprise
$125-157.1k
OTE
$88-110k
BASE
More information about location
Behavioural data platform
Job no longer available
Behavioural data platform
201-500 employees
Job no longer available
$125-157.1k
OTE
$88-110k
BASE
More information about location
201-500 employees
Company mission
To make every business more customer centric through true behavioural insights.
Role
Who you are
- 4+ years of experience in Customer Success 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 C-suite level
- Excellent relationship-building skills, including the ability to grow and nurture relationships with internal stakeholders
What the job involves
- A key member of the Customer Experience team at FullStory, the Senior Customer Success Manager (CSM) is responsible for building trusted and collaborative relationships with our most valuable customers.
- By providing best-in-class strategic guidance, you’ll increase platform adoption and value realization across your book of business
- CSMs are are responsible for customer value, adoption, retention and expansion across the Fullstory territory customer-base, 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 world-class 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
- Ensure FullStory’s most strategic customers receive maximum value from their investment in our platform, utilizing key features that drive their intended business outcomes and documenting value & ROI delivered
- Create a strong partnership with your Sales counterparts to build and nurture relationships across your customer base that lead to retention and expansion
- Monitor overall customer usage data, health indicators, and renewal dates to prioritize your engagement. Take proactive ownership of at-risk customers, effectively leveraging and creating playbooks as powerful tools to drive desired outcomes
- Serve as a customer advocate to FullStory’s internal teams, adeptly mobilizing internal resources across the business as needed to deliver on customer goals
- Represent FullStory as a leading domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities
- The impact you will have in 6 Months:
- Increased Value Realization across your book of business
- Renewals won in collaboration with your Account Executive
- The impact you will have in 12 Months:
- Customer value stories shared internally
- Customer expansion opportunities shared with your Account Executive
Our take
Behavioural analytics involves gathering and scrutinising data from the actions of users on digital platforms. This data then supports businesses with insights into users' interactions, to sequentially make informed decisions about the future development of their digital products.
Fullstory is a behavioural data solution, enabling businesses to better understand customer sentiments and behaviours across web and mobile platforms. Its comprehensive platform is ready-made for data, product and engineering teams, with one stand-out feature being that it supplies AI-ready behavioural data directly synced to a company's preferred destination.
The company has been recognised in the Deloitte Technology Fast 500 for five consecutive years, underscoring its significant impact in its space. Moving forward, Fullstory is looking to continue innovating its analytics stack and to deliver its global customers the understanding they need to drive business gains.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Aug 2022
$25m
LATE VC
Aug 2021
$103m
SERIES D
Total funding: $195.2m
Company benefits
- Remote-first work environment and flexible paid time off, plus annual company-wide closure
- Sponsored benefit packages for US-based Fullstorians, and supplemental coverage options for international Fullstorians
- Professional development opportunities through training programs, career coaching sessions and an annual learning subsidy
- Monthly productivity stipend and reimbursement for remote colleagues for their initial home office set up
- Team events, Employee Resource Group events, Listening & Alignment weeks, and team off-sites
- Paid parental leave
- Global fertility and family building benefit that encompasses all journeys to growing your family
- Bereavement leave
- Miscarriage/pregnancy loss leave
Company HQ
Brookwood Hills, Atlanta, GA
Leadership
Scott Voigt
(Co-founder & CEO)Also Founded Monetology and Homebase.io, and worked as COO for Innuvo (acquired by Google).
Joel Webber
(Co-founder)Prior work includes being an Engineer for Google, AppForge and Holistic Design. Also Co-founded Innuvo.
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