Principal Customer Success Manager, fullstory
EMEA
£114.3-128.6k
OTE
£80-90k
BASE
More information about location
Behavioural data platform
Be an early applicant
Behavioural data platform
501-1000 employees
Be an early applicant
£114.3-128.6k
OTE
£80-90k
BASE
More information about location
501-1000 employees
Company mission
To make every business more customer centric through true behavioural insights.
Role
Who you are
- 6+ years of experience in Customer Success Management or a related field
- Experience managing a minimum of $4-6M ARR, 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. Experience in doing this with SaaS platforms is desired but not required
- Exceptionally strong communication and relationship-building skills, with proven success cultivating executive-level (VP+) relationships as top-tier customers. Able to multithread across diverse stakeholders, influence C-suite decision-makers, navigate complex political landscapes, and deliver compelling, strategic presentations that shape customer direction
- Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness
What the job involves
- As a Principal Customer Success Manager on our EMEA Success team, you will serve as a subject matter expert within Fullstory, leading complex, enterprise-level customer engagements, driving strategic impact on the overall end-to-end journey framework, and providing thought leadership across the Customer Success organization
- By providing strategic guidance and product enablement, you will also be responsible for driving product adoption of existing tools, removing roadblocks, proactively managing risk, and identifying opportunities for new products and services within your book of business
- You will report to the Snr Manager, Customer Success, EMEA
- CSMs are power users of the Fullstory platform, 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 excellent 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
- In a typical day, you might:
- Oversee the customer experience for a portfolio of 5-10 enterprise-level, high-value accounts, along with a small number of lower-tier accounts, with the goals of retention and growth
- Ensure Fullstory’s most strategic customers receive maximum value from their investment in our platform, utilizing key features that drive their intended business outcomes, while also documenting the value and ROI delivered
- Forecasting, identifying risk, and maintaining a strong customer renewal rate and growth rate in partnership with the Account Executive team
- Partner with multiple internal cross-functional teams (Sales, Marketing, Product, and Fullstory executive leadership) to develop and execute success plans that align stakeholders on growth strategies and risk mitigation
- Create and deliver Executive Business Reviews, presentations and strategic consultations to align on goals, priorities, growth opportunities, and overall business vision to support optimal adoption of the Fullstory platform
- Represent Fullstory as a leading domain and product expert in customer interactions, industry and corporate events, as well as online within both customer-facing and internal communities
- Being an advocate for customers’ product feature priorities internally within Fullstory and align with product team around driving product roadmap
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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