Senior Customer Success Manager, fullstory
EMEA
£94-111k
OTE
£66.3-78k
BASE
More information about location
1 day a week in office
Behavioural data platform
Job no longer available
Behavioural data platform
501-1000 employees
Job no longer available
£94-111k
OTE
£66.3-78k
BASE
More information about location
1 day a week in office
501-1000 employees
Company mission
To make every business more customer centric through true behavioural insights.
Role
Who you are
- Proven Enterprise Impact: You bring 4+ years of experience in Customer Success, Account Management, Strategic Consulting, or related field, with a background in managing high-value portfolios and navigating complex, multi-stakeholder renewals
- Strategic Advisory Skills: You don't just "check in" with customers; you deliver expert counsel. you have extensive experience leading executive-level engagements that influence VP+ stakeholders
- Analytical Curiosity: You possess a deep-thinking mindset and the ability to synthesise complex data signals into clear, actionable advice that solves real-world business problems
- Autonomous Ownership: You are a self-starter who can lead cross-functional projects independently, mobilising internal teams (such as Product or Engineering) to drive customer value and mitigate churn risks
- Operational Discipline: You understand that a successful partnership is built on data. You take a disciplined approach to Salesforce hygiene, renewal forecasting accuracy, and the rigorous documentation of customer KPIs
- An AI-First Mindset: You are already exploring how AI can optimise your efficiency and enhance the quality of your work, and you are eager to bring those learnings to the wider Fullstory team
- If our product, values, and community resonate with you, please apply– we'd love to hear from you!
What the job involves
- As a Senior Customer Success Manager on our EMEA team, you will be a trusted advisor for between 25-30 Enterprise 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 realisation across your book of business
- You will report to the Manager of Customer Success
- CSMs 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 specialised 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 organisation to drive retention and expansion, and will collaborate with Fullstory’s Product and Marketing teams to influence platform feature decisions and positioning
- Drive Value Realisation: Ensure Fullstory’s most strategic customers receive maximum value from their investment in our platform, utilising key features that drive their intended business outcomes and documenting the specific value and ROI delivered
- Forge Strategic Partnerships: Create a strong partnership with your Sales counterparts to build and nurture relationships across your customer base that lead to long-term retention and commercial expansion
- Master Data & AI: Monitor customer usage data, health indicators, and renewal dates to prioritise your engagement. Leverage AI tools to analyse trends and identify at-risk customers, effectively creating and using playbooks as powerful tools to drive desired outcomes
- Advocate Internally: Serve as a customer advocate to Fullstory’s internal teams, adeptly mobilising resources across Product, Engineering, and Marketing as needed to deliver on customer goals
- Author Success Plans: Act as the primary author and owner of Joint Customer Success Plans, ensuring customer business objectives are clearly documented, tracked, and aligned with Fullstory’s strategic capabilities
- Maintain Operational Excellence: Ensure high levels of accuracy in renewal forecasting and maintain a clean "source of truth" by consistently updating the customer journey and health signals in our internal systems
- The impact you will have in 6 Months:
- Increased Value Realisation across your book of business
- Renewals won in collaboration with your Account Executive
- Expansions opportunities created 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
Salary benchmarks
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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