Fullstory · 2 months ago
Principal Customer Success Manager
Atlanta, GA
Full-time
Hybrid
Senior Level, Lead/Staff
$110K/yr - $124K/yr
6+ years expFullstory is a leading behavioral data platform transforming how businesses understand and improve their digital experiences. As a Principal Customer Success Manager, you will act as a trusted advisor for valuable customers, ensuring they maximize the value from Fullstory's products while driving product adoption and managing risks.
AnalyticsBusiness IntelligenceCRMSaaS
Responsibilities
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
Qualification
Required
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
Benefits
Flexibility and Connection. We have a vibrant HQ in Atlanta and a tight-knit group in London. Fullstorians in those cities come to the office at least one day a week to build cross-functional relationships and stay connected. We also offer a flexible PTO policy and an annual company-wide closure, along with federal holidays.
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 and an annual learning subsidy for US and EMEA-based employees.
Productivity support. US and EMEA-based Fullstorians receive a monthly productivity stipend.
Team Collaboration. Connect with fellow Fullstorians through team off-sites and an annual full-company meet-up.
Paid parental leave. Fullstorians balance the needs of their growing families without the added stress of figuring out work and finances.
Bereavement leave, including miscarriage/pregnancy loss . Take the time to grieve and help your loved ones.
Company
Fullstory
FullStory develops a digital experience intelligence platform designed to capture customer experience data.
501-1000 employees
H1B Sponsorship
Fullstory has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (2)
2023 (4)
2022 (2)
2021 (4)
2020 (4)
Funding
Current Stage
Late StageTotal Funding
$197.2MKey Investors
PermiraStripesGoogle Ventures
2022-08-09Series Unknown· $25M
2021-08-04Series D· $103M
2020-05-28Series C· $10M
Leadership Team
Scott Voigt
Founder, CEO
Michael Morrissey
CTO
Recent News
NewsCenter.io
2025-11-26
2025-11-03
Company data provided by crunchbase