A key member of the Customer Experience team at FullStory, the High-Touch Customer Success Manager is responsible for building trusted and collaborative relationships with our high-value, strategic customers and driving widespread adoption of FullStory products. By creating alignment at the stakeholder level, you will be responsible for delivering increased value, customer satisfaction, retention, and expansion of the FullStory footprint.

The charter of the Customer Experience team at FullStory is to create empathy-driven experiences that complement and support our customers’ needs, while delivering widespread business value to customers both large and small. The High-Touch Customer Success Manager supports this charter by using knowledge, expertise, and authenticity to create real relationships and help customers leverage the FullStory platform to achieve meaningful results.

As a High-Touch Success Manager you will:

KEY RESPONSIBILITIES:

  • Ensure FullStory customers drive maximum value from their investment in our platform, utilizing key features, APIs, and products that drive business value
  • Monitor customer usage data, health indicators, and renewal dates to inform customer-specific success strategies
  • Build and nurture relationships across accounts to cement our commitment to customers
  • Think and act effectively by using various information sources to make optimal business recommendations, including, but not limited to, data/platform strategies, tactical user enablement engagements, and executive level business reviews
  • Prepare clear, executive-level presentations for the team and senior management highlighting customer retention, adoption, and growth
  • Quickly identify risks to long-term customer retention and employ strategies to remove roadblocks and deliver success
  • Serve as a customer advocate to FullStory’s Product team and the rest of the organization
  • Represent FullStory as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities

QUALIFICATIONS & SKILLS:

  • BA/BS in business administration or related field
  • 5+ years of experience in Customer Success Management or a related field
  • Strong competencies in Marketing, SaaS, and eCommerce
  • Demonstrated ability to grasp complex topics and succinctly communicate these topics at levels of varying complexity based on audience
  • Proficient in facilitating action-oriented meetings
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Ability to analyze information, make connections, and demonstrate deep-level thinking
  • Ability to collaborate with teams of all sizes while also being able to work independently as a self-starter
  • Excellent relationship-building skills; ability to grow and nurture relationships with internal stakeholders
  • Willingness to travel up to 20%
  • Experience in FullStory (or other CX or analytics platforms)
  • Proficient with tools such as Slack, Google Product Suite (Calendar, Slides, Sheets, Sites), Powerpoint and Excel

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