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Senior Customer Success Manager

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Fullstory

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

66300.00 - 78000.00 GBP / Year
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Job Description:

Senior Customer Success Manager on our EMEA team, trusted advisor for between 25-30 Enterprise customers, helping them achieve maximum value from the Fullstory suite of products.

Job Responsibility:

  • Drive Value Realisation for strategic customers
  • Forge Strategic Partnerships with Sales counterparts
  • Master Data & AI to monitor customer usage and health
  • Advocate Internally across Product, Engineering, and Marketing teams
  • Author Success Plans as primary owner
  • Maintain Operational Excellence in renewal forecasting and system updates

Requirements:

  • 4+ years of experience in Customer Success, Account Management, Strategic Consulting, or related field
  • Background in managing high-value portfolios and navigating complex, multi-stakeholder renewals
  • Extensive experience leading executive-level engagements that influence VP+ stakeholders
  • Ability to synthesise complex data signals into clear, actionable advice
  • Self-starter who can lead cross-functional projects independently
  • Disciplined approach to Salesforce hygiene, renewal forecasting accuracy, and rigorous documentation of customer KPIs
  • Exploring how AI can optimise efficiency and enhance work quality
What we offer:
  • Flexible PTO policy
  • Annual company-wide closure
  • Sponsored benefit packages for US-based employees
  • Supplemental coverage options for international employees
  • Professional development opportunities
  • Annual learning subsidy for US and EMEA-based employees
  • Monthly productivity stipend for US and EMEA-based employees
  • Team off-sites and annual full-company meet-up
  • Paid parental leave
  • Bereavement leave, including miscarriage/pregnancy loss

Additional Information:

Job Posted:
January 03, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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