This is a hybrid position requiring in-office attendance one day per week at our London office. Candidates must reside within a commutable distance to be considered.

As a Senior Customer Success Manager on our EMEA team, you will be a trusted advisor for between 25-30 Enterprise customers. Helping them achieve maximum value from the Fullstory suite of products. By providing best-in-class strategic guidance, you’ll increase platform adoption and value realisation across your book of business. You will report to the Manager of Customer Success.

CSMs are responsible for customer value, adoption, retention and expansion across the Fullstory territory customer-base, leveraging their product knowledge and strategic expertise to help customers accomplish key business objectives. You’ll be expected to engage consistently with a highly specialised book of accounts, delivering world-class service in a way that’s value-driven and differentiated. You’ll build close working relationships with our Sales organisation to drive retention and expansion, and will collaborate with Fullstory’s Product and Marketing teams to influence platform feature decisions and positioning.

In a typical day, you might:

Drive Value Realisation: Ensure Fullstory’s most strategic customers receive maximum value from their investment in our platform, utilising key features that drive their intended business outcomes and documenting the specific value and ROI delivered.
Forge Strategic Partnerships: Create a strong partnership with your Sales counterparts to build and nurture relationships across your customer base that lead to long-term retention and commercial expansion.
Master Data & AI: Monitor customer usage data, health indicators, and renewal dates to prioritise your engagement. Leverage AI tools to analyse trends and identify at-risk customers, effectively creating and using playbooks as powerful tools to drive desired outcomes.
Advocate Internally: Serve as a customer advocate to Fullstory’s internal teams, adeptly mobilising resources across Product, Engineering, and Marketing as needed to deliver on customer goals.
Author Success Plans: Act as the primary author and owner of Joint Customer Success Plans, ensuring customer business objectives are clearly documented, tracked, and aligned with Fullstory’s strategic capabilities.
Maintain Operational Excellence: Ensure high levels of accuracy in renewal forecasting and maintain a clean "source of truth" by consistently updating the customer journey and health signals in our internal systems.

Here’s what we’re looking for:

Proven Enterprise Impact: You bring 4+ years of experience in Customer Success, Account Management, Strategic Consulting, or related field, with a background in managing high-value portfolios and navigating complex, multi-stakeholder renewals.
Strategic Advisory Skills: You don't just "check in" with customers; you deliver expert counsel. you have extensive experience leading executive-level engagements that influence VP+ stakeholders.
Analytical Curiosity: You possess a deep-thinking mindset and the ability to synthesise complex data signals into clear, actionable advice that solves real-world business problems.
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