Website FullStory

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This role can be performed remotely anywhere in the Eastern timezone region in the United States.

A key member of the Customer Experience team at FullStory, the Senior Customer Success Manager (CSM) on our Commercial team is responsible for building trusted and collaborative relationships with our top customers in the Commercial business segment. By providing best-in-class strategic guidance and product enablement, you’ll increase platform adoption and value realization across your book of business.

CSMs are power users of the FullStory platform, leveraging their product knowledge and strategic expertise to help customers accomplish key business objectives and realize tangible ROI with our tools. You’ll be expected to engage consistently with a highly specialized book of accounts, delivering world-class service in a way that’s value-driven and differentiated. You’ll build close working relationships with our Account Management and Services organizations to drive retention and expansion, and will collaborate with FullStory’s Product and Marketing teams to influence platform feature decisions and positioning.

 In a typical day, you might:

Establish relationships with our key stakeholders and end users at the customer to understand and track priority Business Objectives and provide guidance on how to leverage the FullStory products to realize results related to customer’s objectives.
Collaborate with Account Managers to build joint account plans that nurture relationships across our customer base, ultimately leading to retention and expansion.
Monitor overall customer usage data, health indicators, and renewal dates to prioritize your engagement.
Educate customers on upcoming feature releases, beta programs, and new products.
Serve as a customer advocate to FullStory’s internal teams, with a special focus on Product and Marketing collaboration.
Represent FullStory as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities.

Here’s what we’re looking for:

4+ years of experience in Customer Success Management or a related field.
Experience in analyzing and synthesizing complex information, making connections, and demonstrating deep-level thinking.
Experience in effectively engaging at various levels of customer contacts, from end users to C-Suite level executives.
Experience in collaborating with teams of all sizes while also being able to work independently as a self-starter.

The impact you will have in 6 months:

Learn the FullStory product suite, understand how to connect features to value recognition, and begin establishing relationships with your customers as you take over a new book of business.
The impact you will have in 12 months:

Established strategic success plans with customers in your book of business with realized gains, helping to drive healthy renewal rates and expansions.
About FullStory

Founded in 2014 on the belief that everyone benefits from a more perfect digital experience, FullStory’s digital experience intelligence (DXI) platform empowers businesses to continuously improve their customer experience across sites and apps. FullStory is backed by world-class investors and has 500+ employees worldwide with offices in Atlanta and London. We are proud to have been named to Forbes’ List of America’s Top Startup Employers, Wealthfront’s Career Launching Companies List, and LinkedIn’s Top US Startups List. We are guided by our values of Empathy, Clarity, Bionics, and Trust, which we embed in our day-to-day work.

How we support you:

FullStorians are committed to building something better—from how we approach our product, to how we care for our customers and each other. Better is only possible when we can bring our full selves to work. Along these lines, we offer:

Autonomy and flexibility. From a remote-first work environment and flexible paid time off, to an annual company-wide closure – FullStorians can focus on the moments that matter.
Benefits. Take care of the whole you. FullStory offers sponsored benefit packages for US-based FullStorians, and supplemental coverage options for international FullStorians.
Learning opportunities. We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy.
Productivity support. We provide all FullStorians with a monthly productivity stipend and reimburse remote colleagues for their initial home office set up.
Team events. Connect with fellow FullStorians through Employee Resource Group events, Listening & Alignment weeks, and team off-sites.
Paid parental leave. FullStorians have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances.
Grow your family. We offer a global fertility and family building benefit that encompasses all journeys to growing your family.
Bereavement leave. Every family is different; we leave it to you to define who your family is, and support you when you need it most.
Miscarriage/Pregnancy loss leave. Whether it is for a FullStorian or their partner – take the time you need.

Diversity & Inclusivity:

FullStory is proud to be an equal opportunity workplace dedicated to fostering an increasingly diverse community. We want candidates of all human varieties, backgrounds, and lifestyles. There’s no problem that can’t be made better by bringing together people with a broader set of perspectives. If our product, values, and community resonate with you, please apply - we'd love to hear from you!

If you may require reasonable accommodations to participate in our job application or interview process, please contact [email protected]. Requests for accommodations will be treated confidentially.

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