Senior Customer Success Manager, EMEA

Who you are

You have a proven track record in customer success management, ideally with experience in managing enterprise accounts. Your ability to build strong relationships with clients is complemented by your strategic mindset, allowing you to understand and address their unique business needs. You thrive in a hybrid work environment, balancing in-office collaboration with remote flexibility. Your communication skills are top-notch, enabling you to convey complex ideas clearly and effectively to diverse stakeholders.

You are passionate about helping customers achieve their goals and are adept at leveraging product knowledge to drive adoption and retention. Your experience in a similar role has equipped you with the skills to analyze customer feedback and translate it into actionable insights that enhance the customer experience. You are comfortable working with cross-functional teams, including sales and product, to ensure that customer needs are met and exceeded.

Desirable

Experience in a SaaS environment is a plus, as is familiarity with analytics tools that help measure customer success metrics. You are proactive in seeking out opportunities for improvement and are always looking for ways to enhance the value delivered to customers. A background in sales or marketing can also be beneficial, as it helps you understand the broader context of customer engagement and retention strategies.

What you'll do

As a Senior Customer Success Manager at Fullstory, you will be responsible for managing a portfolio of 25-30 enterprise customers across the EMEA region. Your primary goal will be to ensure that these customers derive maximum value from the Fullstory suite of products. You will engage with clients regularly, providing strategic guidance and support to help them achieve their business objectives. This includes conducting regular check-ins, delivering training sessions, and sharing best practices to enhance platform adoption.

You will collaborate closely with the sales team to identify opportunities for account expansion and retention. By forging strong partnerships with your sales counterparts, you will work together to nurture relationships and drive customer satisfaction. Your insights will also play a crucial role in influencing product feature decisions, as you will relay customer feedback to the product and marketing teams to help shape the future of Fullstory's offerings.

In your day-to-day activities, you will document the specific value and ROI delivered to customers, ensuring that they recognize the benefits of their investment in Fullstory. You will also be responsible for developing and executing customer success plans tailored to each account's unique needs, helping them navigate challenges and capitalize on opportunities.

What we offer

Fullstory is committed to fostering a diverse and inclusive workplace where all employees feel valued and empowered. We offer a hybrid work model that allows for flexibility while also encouraging in-person collaboration. Our culture emphasizes continuous learning and professional development, providing you with the resources and support needed to excel in your role. You will have the opportunity to work with a talented team dedicated to delivering exceptional customer experiences and driving the success of our clients.