Principal Customer Success Manager, EMEA - Remote

Overview

This role can be performed remotely from anywhere within the United Kingdom, with the expectation of travel to customer on-sites across EMEA as needed. 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.

In Short

• Oversee the customer experience for a portfolio of 5-10 enterprise-level, high-value accounts.
• Ensure strategic customers receive maximum value from their investment in our platform.
• Forecasting, identifying risk, and maintaining a strong customer renewal rate.
• Partner with internal cross-functional teams to develop and execute success plans.
• Create and deliver Executive Business Reviews and strategic consultations.
• Represent Fullstory as a product expert in customer interactions.
• Advocate for customers’ product feature priorities internally.

Requirements

• 6+ years of experience in Customer Success Management or related field.
• Experience managing a minimum of $4-6M ARR with large customers.
• Proven track record of impacting customer results through strategic consulting.
• Strong communication and relationship-building skills.
• Strong analytical and problem-solving skills.

Benefits

• Remote-first work environment and flexible paid time off.
• Sponsored benefit packages for US-based Fullstorians.
• Professional development opportunities through training programs.
• Monthly productivity stipend and reimbursements for home office setup.
• Paid parental leave and global fertility benefits.