Fullstory is looking for a Senior Onboarding Specialist to serve as a strategic advisor and platform expert for our highest-value customers during their initial journey. You will master the Fullstory platform to deliver strategic guidance and technical training, ensuring customer onboarding aligns with business objectives and drives long-term retention.

What You'll Do

Deliver structured, time-bound onboarding engagements to strategic customers through virtual and in-person sessions.
Build deep relationships with new customers to align Fullstory’s capabilities with their specific business initiatives.
Ensure customers maximize ROI from Fullstory by providing expert guidance on platform features, APIs, and products.
Leverage AI tools to analyze customer usage patterns, generate personalized adoption roadmaps, and automate follow-up processes.
Inspire customers to achieve long-term success by making strategic recommendations, tactical suggestions, and highlighting best practices.
Proactively identify retention risks through data analysis and implement targeted intervention strategies.

What We're Looking For

4+ years of experience in customer success management or related field, including onboarding customers in a highly technical SaaS environment.
Demonstrated experience teaching and training highly technical SaaS products to Enterprise customers with an ARR above $250K.
Proven track record of documenting and proactively communicating goals and successful outcomes of onboarding engagements to customers and internal stakeholders.
Successfully led and project managed multiple enterprise onboarding projects, with a track record of anticipating customer needs and mitigating roadblocks.

Nice to Have

PMP certification or similar project management credentials.

Team & Environment

This role is part of the Customer Experience organization's Onboarding team.

Benefits & Compensation

Compensation: $100,000 - $115,000 USD base salary.
Autonomy and flexibility with a remote-first work environment and flexible paid time off.
Sponsored benefit packages for US-based employees, supplemental coverage for international.
Professional development opportunities through training programs, career coaching, and an annual learning subsidy.
Monthly productivity stipend and reimbursement for initial home office setup.
Team collaboration through 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.