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Senior Manager, Customer Success

Posted 5 days agoViewed

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💎 Seniority level: Manager, 6+ years

📍 Location: United States

💸 Salary: 125000.0 - 150000.0 USD per year

🔍 Industry: Customer Success

🏢 Company: Fullstory

🗣️ Languages: English

⏳ Experience: 6+ years

🪄 Skills: LeadershipProject ManagementPeople ManagementCommunication SkillsCustomer servicePresentation skillsCoachingAccount ManagementClient relationship managementSales experienceTeam managementStakeholder managementMentorshipStrategic thinkingCRMCustomer SuccessSaaS

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
  • Proven ability to lead by example, including being on the front line with your teams, hands-on and a role model for the organization.
Responsibilities:
  • Lead and develop a team of 5-10 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.
  • Work effectively with your GTM leadership counterparts in Sales, Services, Support, etc. 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.
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