Senior Manager of Customer Success - Remote

Overview

This role can be performed remotely anywhere within the United States, with the requirement of travel to customer sites as needed. A key member of the Customer Success organization at Fullstory, the Senior Manager of Customer Success will lead a team of 5-10 CSMs that are responsible for customer value, adoption, retention and expansion across their Fullstory territory customer-base.

In Short

• Lead and develop a team of 5-10 CSMs by providing ongoing coaching and mentorship.
• Ensure Fullstory customers derive maximum value from their investment in our platform.
• Cultivate strong relationships with key stakeholders across your team's portfolio of accounts.
• Work effectively with your GTM leadership counterparts in Sales, Services, Support, etc.
• Prepare clear executive-level presentations for the team and senior management.
• Represent Fullstory as a domain and product expert in customer interactions.

Requirements

• 6+ years of experience in Customer Success Management or a related field.
• Experience managing large ($500k ARR) and complex accounts.
• Strong track record of results across retention, expansion and customer value.
• Strong executive presence, presentation and communication skills.
• Proven ability to lead by example, including being on the front line with your teams.

Benefits

• Autonomy and flexibility in a remote-first work environment.
• Sponsored benefit packages for US-based Fullstorians.
• Professional development opportunities through training programs.
• Monthly productivity stipend and reimbursement for home office setup.
• Paid parental leave and global fertility and family building benefits.