Principal Customer Success Manager

As a Principal Customer Success Manager, you will be a trusted advisor, providing strategic guidance and product enablement to help customers achieve maximum value from Fullstory's products. This involves driving product adoption, removing roadblocks, managing risk, and identifying opportunities within your customer portfolio. You'll be expected to consistently engage with a specialized book of accounts, delivering excellent, value-driven service. Building close relationships with the Sales organization to drive retention and expansion, you will also collaborate with Product and Marketing teams to influence platform feature decisions.

In this role, you will oversee the customer experience for a portfolio of enterprise-level accounts, ensuring customers receive maximum value. You will be responsible for forecasting, identifying risk, and maintaining a strong customer renewal rate and growth rate when partnering with the Account Executive team. The role involves partnering with internal teams, creating and delivering Executive Business Reviews, and representing Fullstory as a domain and product expert.