Principal Customer Success Manager - Remote

Overview

This role can be performed remotely from anywhere within the United States, with the expectation of travel to customer sites as needed. As a Principal Customer Success Manager on our Strategic team, you will be a trusted advisor for our most valuable customers helping them achieve maximum value from the Fullstory suite of products.

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 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.

Requirements

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

Benefits

• Remote-first work environment and flexible paid time off.
• Sponsored benefit packages and supplemental coverage options.
• Professional development opportunities through training and coaching.
• Monthly productivity stipend and home office setup reimbursement.
• Paid parental leave and global fertility benefits.