Full-Time Senior Customer Success Manager EMEA

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

Key Responsibilities:

• Lead and develop a team of 3-5 CSMs by providing ongoing coaching and mentorship, professional development opportunities, and implementing effective enablement plans.
• Ensure Fullstory customers derive maximum value from their investment in our platform by utilizing key features, integrations, and use cases that drive business outcomes.
• Cultivate strong relationships with key stakeholders across your team's portfolio of accounts, collaborating closely to develop and execute success plans that drive customer value and achieve their strategic objectives.
• Champion best practices, track progress, and capture impactful customer success stories to share both internally and externally.
• Proactively identify and mitigate risks to customer churn, working cross-functionally with Sales, Support, and Product teams to drive cohesion in decision making and alignment on priorities.
• Prepare clear executive-level presentations for the team and senior management highlighting customer retention, adoption, and growth.
• Represent Fullstory as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities.

Requirements:

• 6+ years of experience in Customer Success Management or a related field
• Experience managing large ($500k ARR) and complex accounts (Fortune 500, multi-business)
• Strong track record of results across retention, expansion and customer value
• Strong executive presence, presentation and communication skills

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