Senior Customer Success Manager, EMEA

FullStory; Greater London; Remote; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Customer Success Manager to join their EMEA team. In this role, you will forge strong relationships with key customers, ensuring they realize maximum value from their investment. You will leverage your expertise to drive customer adoption, retention, and expansion, collaborating closely with Sales and Product teams. This position offers the opportunity to make a significant impact on customer success and satisfaction while working in a flexible, remote-first environment. Join a company that values diversity and is committed to fostering a supportive workplace culture, where your contributions will be recognized and celebrated.

Benefits

Flexible Paid Time Off

Monthly Productivity Stipend

Professional Development Opportunities

Annual Company-wide Closure

Paid Parental Leave

Global Fertility and Family-building Benefit

Qualifications

• 4+ years of experience in Customer Success or related field.
• Ability to analyze information and deliver expert advice.

Responsibilities

• Build trusted relationships with valuable customers.
• Monitor customer usage data and prioritize engagement.

Skills

Customer Success Management

Relationship Building

Analytical Skills

Communication Skills

Self-starter

Job description

This role can be performed remotely anywhere within the United Kingdom, with the requirement of travel to customer sites as needed.

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

CSMs are responsible for customer value, adoption, retention, and expansion across the FullStory EMEA territory customer base, 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 world-class 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:

1. Ensure FullStory’s most strategic customers receive maximum value from their investment in our platform, utilizing key features that drive their intended business outcomes and documenting value & ROI delivered.
2. Create a strong partnership with your Sales counterparts to build and nurture relationships across your customer base that lead to retention and expansion.
3. Monitor overall customer usage data, health indicators, and renewal dates to prioritize your engagement. Take proactive ownership of at-risk customers, effectively leveraging and creating playbooks as powerful tools to drive desired outcomes.
4. Serve as a customer advocate to FullStory’s internal teams, adeptly mobilizing internal resources across the business as needed to deliver on customer goals.
5. Represent FullStory as a leading 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:

1. 4+ years of experience in Customer Success Management or a related field.
2. Ability to analyze information, make connections, demonstrate deep-level thinking, and deliver expert advice via business reviews and customer engagements.
3. Ability to collaborate with teams of all sizes while also being able to work independently as a self-starter.
4. Proven experience building relationships across complex enterprise environments, including effective communication at the C-suite level.
5. Excellent relationship-building skills, including the ability to grow and nurture relationships with internal stakeholders.

The impact you will have in 6 Months:

1. Increased Value Realization across your book of business.
2. Renewals won in collaboration with your Account Executive.

The impact you will have in 12 Months:

1. Customer value stories shared internally.
2. Customer expansion opportunities shared with your Account Executive.

About FullStory

FullStory is on a mission to help technology leaders make better, more informed decisions by injecting behavioral data into their analytics stack. The company’s patented technology unlocks the power of quality behavioral data at scale by transforming every digital visit into actionable data and insights. With FullStory, enterprises can get closer to their customers’ true sentiment and intentions to predict what they want, create personalized experiences, and drive conversion, loyalty, and revenue. FullStory is headquartered in Atlanta, USA, with regional teams across North America, EMEA, and APAC.

How we support you:

1. 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.
2. Benefits: Take care of the whole you. FullStory offers sponsored benefit packages for US-based FullStorians and supplemental coverage options for international FullStorians.
3. Learning opportunities: We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy.
4. Productivity support: We provide all FullStorians with a monthly productivity stipend and reimburse remote colleagues for their initial home office setup.
5. Team events: Connect with fellow FullStorians through Employee Resource Group events, Listening & Alignment weeks, and team off-sites.
6. 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.
7. Grow your family: We offer a global fertility and family-building benefit that encompasses all journeys to growing your family.
8. 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.
9. Miscarriage/Pregnancy loss leave: Whether it is for a FullStorian or their partner – take the time you need.

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 [e-mail]. Requests for accommodations will be treated confidentially.