Fullstory is looking for a Principal Customer Success Manager, EMEA to serve as a subject matter expert and lead complex enterprise-level customer engagements. You will be responsible for driving strategic impact, product adoption, and retention for a portfolio of high-value accounts across the region.
What You'll Do
- Serve as a subject matter expert within Fullstory, leading complex, enterprise-level customer engagements.
- Drive strategic impact on the overall journey framework and provide thought leadership across the Customer Success organization.
- Drive product adoption, remove roadblocks, proactively manage risk, and identify opportunities for new products and services within your book of business.
- Engage consistently with a highly specialized book of accounts, delivering excellent service in a way that’s value-driven and differentiated.
- Build close working relationships with our Sales organization to drive retention and expansion.
- Collaborate with Fullstory’s Product and Marketing teams to influence platform feature decisions and positioning.
- Oversee the customer experience for a portfolio of 5-10 enterprise-level, high-value accounts, along with a small number of lower-tier accounts.
- Ensure Fullstory’s most strategic customers receive maximum value from their investment, utilizing key features that drive their intended business outcomes.
- Forecast, identify risk, and maintain a strong customer renewal and growth rate in partnership with the Account Executive team.
- Partner with multiple internal cross-functional teams (Sales, Marketing, Product, and executive leadership) to develop and execute success plans.
- Create and deliver Executive Business Reviews, presentations and strategic consultations to align on goals, priorities, and growth opportunities.
- Represent Fullstory as a leading domain and product expert in customer interactions, industry events, and internal communities.
- Be an advocate for customers’ product feature priorities internally and align with the product team on the roadmap.
What We're Looking For
- 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.
- Exceptionally strong communication and relationship-building skills, with proven success cultivating executive-level (VP+) relationships.
- Able to multithread across diverse stakeholders, influence C-suite decision-makers, navigate complex political landscapes, and deliver compelling, strategic presentations.
- Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness.
Nice to Have
- Experience in doing this with SaaS platforms is desired but not required.
Team & Environment
Part of the EMEA Success team, reporting to the Senior Manager, Customer Success, EMEA.
Benefits & Compensation
- Compensation: £80,000 - £90,000 GBP.
- Autonomy and flexibility: remote-first work environment, flexible paid time off, 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.
- Reimbursement for initial home office set up for remote colleagues.
- Team Collaboration: team off-sites, a lively ATL home office, and annual full-company meet-up.
- Paid parental leave.
- Global fertility and family building benefit.
- Bereavement leave.
- Miscarriage/Pregnancy loss leave.
Work Mode
This is a fully remote position for candidates located in the United Kingdom.
Fullstory is proud to be an equal opportunity workplace dedicated to fostering an increasingly diverse community.
