About the role
This is a hybrid position requiring in-office attendance one day per week at our Atlanta office. Candidates must reside within a commutable distance to be considered. 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. By providing strategic guidance and product enablement, you will also be responsible for driving product adoption of existing tools, removing roadblocks, proactively managing risk, and identifying opportunities for new products and services within your book of business. You will report to the Director, Strategic Customer Success. CSMs are power users of the Fullstory platform, leveraging their product knowledge and strategic expertise to help customers accomplish key business objectives. You’ll be expected to engage consistently with a highly specialized book of accounts, delivering excellent service in a way that’s value-driven and differentiated. You’ll build close working relationships with our Sales organization 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: Oversee the customer experience for a portfolio of 10-20 enterprise-level, high-value accounts with the goals of retention and growth. Ensure Fullstory’s most strategic customers receive maximum value from their investment in our platform, utilizing key features that drive their intended business outcomes, while also documenting the value and ROI delivered. Forecasting, identifying risk, and maintaining a strong customer renewal rate and growth rate in partnership with the Account Executive team Partner with multiple internal cross-functional teams (Sales, Marketing, Product, and Fullstory executive leadership) to develop and execute success plans that align stakeholders on growth strategies and risk mitigation. Create and deliver Executive Business Reviews, presentations and strategic consultations to align on goals, priorities, growth opportunities, and overall business vision to support optimal adoption of the Fullstory platform. Represent Fullstory as a leading domain and product expert in customer interactions, industry and corporate events, as well as online within both customer-facing and internal communities. Being an advocate for customers’ product feature priorities internally within Fullstory and align with product team around driving product roadmap. Use AI tools (e.g., Gemini, AgentSpace, or AI features in other SaaS tools) that enhance your work quality and help you to be more efficient in making an impact. Here’s what we’re looking for: 6+ years of experience in Customer Success Management or a related field Experience managing a minimum of $4-6M ARR, working with large Fortune 500 or Global 2000 sized customers. A proven track record of measurably impacting customer results through creative problem-solving, strategic consulting, and change management. Experience in doing this with SaaS platforms is desired but not required. Exceptionally strong communication and relationship-building skills, with the ability to multithread across stakeholders and deliver compelling executive-level presentations. Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness. The base salary for this position ranges from $110,000 - $123,500 USD. This base salary contributes to an OTE(on-target earnings) of $157,143 - $176,429 USD. Total