Principal Customer Success Manager, Strategic - Remote

Overview

The Principal Customer Success Manager will serve as a trusted advisor for valuable customers, ensuring they achieve maximum value from Fullstory's products while driving product adoption and managing risks.

In Short

• Oversee the customer experience for a portfolio of enterprise-level accounts.
• Ensure strategic customers receive maximum value from their investment.
• Forecast and maintain customer renewal and growth rates.
• Collaborate with internal teams to develop success plans.
• Create and deliver Executive Business Reviews and strategic consultations.
• Represent Fullstory as a domain expert in customer interactions.
• Advocate for customers’ product feature priorities.

Requirements

• 6+ years of experience in Customer Success Management.
• Experience managing $4-6M ARR with large customers.
• Track record of impacting customer results through problem-solving.
• Strong communication and relationship-building skills.
• Analytical and problem-solving skills for situational awareness.

Benefits

• Remote-first work environment and flexible paid time off.
• Sponsored benefit packages for US-based employees.
• Professional development opportunities.
• Monthly productivity stipend for remote colleagues.
• Team events and employee resource group activities.
• Paid parental leave and family support benefits.
• Bereavement and pregnancy loss leave.