Principal Customer Success Manager, Spanish Speaking - Remote

Overview

This role can be performed remotely from anywhere within the United States, with the expectation of travel to customer sites as needed and Spanish fluency required.

In Short

• Oversee the customer experience for a portfolio of 10-20 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 domain and product expert in customer interactions.
• Advocate for customers’ product feature priorities internally.
• Use AI tools to enhance work quality and efficiency.

Requirements

• 6+ years of experience in Customer Success Management or a related field.
• Experience managing a minimum of $4-6M ARR with large customers.
• Track record of impacting customer results through consulting and change management.
• Strong communication and relationship-building skills.
• Strong analytical and problem-solving skills.
• Native or business-level Spanish proficiency required.
• Portuguese language proficiency is a plus.

Benefits

• Remote-first work environment and flexible paid time off.
• Sponsored benefit packages for US-based employees.
• Professional development opportunities.
• Monthly productivity stipend and reimbursement for home office setup.
• Team collaboration through off-sites and annual meet-ups.
• Paid parental leave and family-building benefits.
• Bereavement leave and miscarriage/pregnancy loss leave.