Principal Customer Success Manager
WFA Digital Insight
The demand for skilled customer success managers has grown significantly in the past year, with companies like Fullstory leading the way in providing exceptional digital experiences. With the rise of remote work, the ability to manage high-value accounts and drive retention and growth has become increasingly important. According to recent statistics, companies that prioritize customer success see a significant increase in revenue growth. As a Principal Customer Success Manager at Fullstory, you will have the opportunity to work with a leading behavioral data platform and make a real impact on customer results. With a strong background in Excel and customer success management, you can excel in this hybrid remote role.
Job Description
About the Role
As a Principal Customer Success Manager at Fullstory, you will be a trusted advisor for the company's most valuable customers, helping them achieve maximum value from the Fullstory suite of products. You will be responsible for driving product adoption, removing roadblocks, and identifying opportunities for new products and services. You will report to the Director, Strategic Customer Success, and work closely with the Sales, Marketing, and Product teams to deliver exceptional customer experiences.The role entails managing a portfolio of high-value accounts, forecasting, and maintaining a strong customer renewal rate and growth rate. You will also be responsible for creating and delivering Executive Business Reviews, presentations, and strategic consultations to align on goals, priorities, and growth opportunities.
What You Will Do
- Oversee the customer experience for a portfolio of high-value accounts, driving retention and growth
- Ensure customers receive maximum value from their investment in the Fullstory platform, utilizing key features to drive business outcomes
- Forecast and maintain a strong customer renewal rate and growth rate in partnership with the Account Executive team
- Partner with internal cross-functional teams to develop and execute success plans, aligning stakeholders on growth strategies and risk mitigation
- Create and deliver Executive Business Reviews, presentations, and strategic consultations to align on goals and priorities
- Represent Fullstory as a leading domain and product expert in customer interactions, industry events, and online communities
- Advocate for customers' product feature priorities internally and align with the product team on driving the product roadmap
- Use AI tools to enhance work quality and efficiency
- Develop and maintain close working relationships with the Sales organization to drive retention and expansion
- Collaborate with the Marketing team to influence platform feature decisions and positioning
What We Are Looking For
- 6+ years of experience in Customer Success Management or a related field
- Experience managing high-value accounts, with a minimum of $4-6M ARR
- Proven track record of impacting customer results through creative problem-solving, strategic consulting, and change management
- Exceptionally strong communication and relationship-building skills, with the ability to deliver compelling executive-level presentations
- Strong analytical and problem-solving skills, with the ability to develop quick situational awareness
- Experience with SaaS platforms, desired but not required
- Strong Excel skills, with the ability to analyze and present data-driven insights
Nice to Have
- Experience working with AI tools, such as Gemini or AgentSpace
- Knowledge of the Fullstory platform and its applications
- Experience working in a hybrid remote environment
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leading behavioral data platform
- Collaborative and dynamic work environment
- Professional development opportunities, including training and education
- Flexible work arrangements, including remote work options
- Access to the latest technology and tools, including AI-powered software
How to Stand Out
- Develop a strong understanding of the Fullstory platform and its applications to stand out in the application process
- Highlight your experience working with high-value accounts and driving retention and growth
- Showcase your analytical and problem-solving skills, with a focus on data-driven insights
- Prepare examples of your experience working with cross-functional teams and influencing product roadmap decisions
- Research the company culture and values to demonstrate your alignment with the organization's mission
- Be prepared to discuss your experience with AI tools and how you can leverage them to enhance customer success
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