Full-Time

Senior Manager of Customer Success

Posted on 1/3/2025

FullStory

FullStory

501-1,000 employees

Digital experience analytics platform for businesses

Data & Analytics
Enterprise Software

Senior

Remote in UK

Remote work is allowed anywhere within the United Kingdom.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Product Management

You match the following FullStory's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
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
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.

FullStory offers a platform for digital experience analytics that helps businesses understand how users interact with their websites and mobile apps. By capturing and analyzing user interactions, it enables companies to identify issues and improve user experiences, ultimately driving conversions and customer satisfaction. Operating on a Software-as-a-Service (SaaS) model, FullStory provides various subscription tiers to cater to different business sizes and needs. The goal is to empower businesses to optimize their online presence through detailed insights and data analysis.

Company Size

501-1,000

Company Stage

Late Stage VC

Total Funding

$189.9M

Headquarters

Atlanta, Georgia

Founded

2014

Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for AI-driven personalization boosts FullStory's market potential.
  • Partnership with Google Cloud enhances FullStory's AI capabilities.
  • Recognition in Deloitte Technology Fast 500 highlights FullStory's rapid growth.

What critics are saying

  • UserTesting's new integrations may offer more comprehensive solutions than FullStory.
  • Rapid AI evolution in e-commerce could outpace FullStory's current offerings.
  • Jason Wolf's appointment may lead to short-term disruptions during strategic changes.

What makes FullStory unique

  • FullStory offers pixel-perfect session playback for detailed user interaction analysis.
  • The platform provides AI-ready behavioral data, enhancing digital experience insights.
  • FullStory's SaaS model allows scalable solutions for businesses of all sizes.

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Benefits

Access 6 subsidized sessions with a coach per year

99% of health insurance premiums covered; 75% for dependents

Annual learning subsidy

Fully distributed workforce

Generous parental leave policy

10 days of company holidays

Unlimited time off

401(k) with a $2 to $1 match

Growth & Insights and Company News

Headcount

6 month growth

1%

1 year growth

-3%

2 year growth

-1%
Business Wire
Sep 14th, 2023
FullStory Introduces New Features That Connect Digital Experience Data Across the Organisation to Unlock Key Insights Faster and Accelerate Revenue

LONDON--( BUSINESS WIRE )-- FullStory, the leading digital experience (DX) and data platform, today unveiled a suite of product enhancements at its Spark London conference.

MarTech Cube
Mar 11th, 2024
Fullstory appoints Jason Wolf as President

Fullstory today announced that it has named Jason Wolf as president.

Business Wire
Apr 22nd, 2024
Fullstory Unveils Data Direct - A New Solution That Fuels Enterprise Ai Initiatives With Behavioral Data

ATLANTA--(BUSINESS WIRE)--Fullstory, a leading behavioral data company, today launched Data Direct, a new solution that syncs clean, structured, AI-ready behavioral data to a company’s destination of choice. The solution will allow teams to activate their web and mobile sentiment signals (e.g., digital movements, intentions, interactions, patterns, etc.) to transform how they engage with customers and improve the bottom line. For the first time, high-quality and comprehensive behavioral data is available as a direct, standalone source that can be easily paired with AI, opening up new possibilities for businesses, including better personalization, forecasting, and modeling.“We’re seeing companies that have viewed themselves as customer-centric realize that they have significant blind spots when it comes to actually understanding their customers,” said Fullstory CEO, Scott Voigt. “What they are missing is only available through comprehensive first-party behavioral data, and Data Direct provides countless ways to take advantage of this rich data source. With Fullstory’s unique approach, digital behavioral data is captured and sent directly to their tech stack, so our customers can now understand their customers like never before.”High-quality behavioral data is proven to provide the insights and explanation required to bring enterprises closer to their customers. McKinsey & Company estimates that organizations that leverage customer behavioral insights outperform peers by 85% in sales growth and more than 25% in gross margin

Business Wire
Mar 11th, 2024
Fullstory Appoints Jason Wolf As President

ATLANTA--(BUSINESS WIRE)--Fullstory today announced that it has named Jason Wolf as president. A seasoned technology executive, Wolf has previously served as Chief Revenue Officer (CRO) at Ping Identity and SAP Intelligent Spend Management. In his new role at Fullstory, he will lead the strategic growth and expansion strategy as technology leaders increasingly turn to behavioral data to create better products and experiences that win loyal customers for life. “This is an extraordinary moment for Fullstory as enterprise teams rush to use data and AI to create new experiences that empathize with, motivate, and relate to customers like never before,” said Scott Voigt, CEO of Fullstory. “Jason is a fantastic executive who has repeatedly proven that he can inspire and lead large sales teams to drive top-line growth. His enterprise expertise and customer-centricity will help us capitalize on the larger market opportunity and ensure the success of every Fullstory customer.”

MarTech 360
Nov 15th, 2023
FullStory Ranked Among the Fastest-Growing Companies in North America on the 2023 Deloitte Technology Fast 500™

FullStory announced it was named to the Deloitte Technology Fast 500, a ranking of the fastest-growing technology, media, telecommunications, life sciences, fintech, and energy tech companies in North America, now in its 29 year.

MarTech Cube
Apr 23rd, 2024
Fullstory announced the launch of Data Direct

Fullstory, a leading behavioral data company, launched Data Direct, a new solution that syncs clean, structured, AI-ready behavioral data to a company's destination of choice.

Enterprise Talk
Jun 23rd, 2023
FullStory partners with Google Cloud

“The data FullStory collects and structures is optimal for powering state-of-the-art AI capabilities, and its expanded partnership with Google Cloud marks a significant milestone in its commitment to delivering AI-powered offerings to its customers.”

Cxperts
Dec 4th, 2024
Fullstory Level Up Series - Technical Dive Into Elements and Properties in Fullstory - November 2024

Recently, CXperts Inc. hosted a webinar in partnership with Fullstory that covered tips and new features in Data Studio, showing how users can work with AI-powered suggestions, create specific elements, and refine CSS selectors to capture more meaningful data.

AppMaster
Nov 1st, 2023
UserTesting Unveils Fresh Upgrades for its Human Insight Platform Targeting Niche User Experience

Innovation does not halt here, as UserTesting has announced integrations with FullStory and Canva.

PYMNTS
Dec 23rd, 2024
Ai To Power Personalized Shopping Experiences In 2025

Tech executives and investors told PYMNTS that artificial intelligence will reshape retail shopping in 2025, with AI assistants offering unprecedented personalization and handling up to 20% of eCommerce tasks, from product recommendations to customer service. Industry leaders from Citi, Google Cloud and global tech investment firms envision a future where shopping becomes more intuitive and efficient. However, they emphasize the need for careful implementation to ensure security and accessibility. AI Will Make Shopping ‘Black Mirror’ Real in 2025. Artificial intelligence will transform retail in 2025 by predicting consumer behavior with unprecedented accuracy and delivering personalization that might feel unsettlingly prescient, Lars Nyman, chief marketing officer at CUDO Compute, told PYMNTS

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