Senior Manager, Customer Solutions Engineering - Strategic Accounts @Fullstory

Overview

The role of Senior Manager, Customer Solutions Engineering for Strategic Accounts involves leading the team responsible for managing Fullstory's largest and most complex customer relationships. This hybrid position requires in-office attendance one day per week at the Atlanta office, and candidates must reside within a commutable distance.

Key Responsibilities

• Lead and develop the team, coaching 4–6 Strategic Customer Solutions Engineers (CSEs) on executive presence, technical depth, and value realization.
• Track and own the team's Net Revenue Retention (NRR) contribution, managing renewal risks and expansion pipelines.
• Act as a senior technical voice in escalating risks and executive relationships.
• Align with Sales leadership on account prioritization and territory strategy.
• Systematize processes such as renewal narratives and value delivery frameworks.
• Coach the team on tech consolidation plays and AI-powered workflows.

Requirements

• 5+ years of experience in Customer Success, Sales Engineering, or Technical Account Management, with 2+ years managing a technical, customer-facing team.
• Demonstrated success with renewal and expansion outcomes for enterprise accounts ($300K+ ARR).
• Strong understanding of web/mobile technologies (HTML, CSS, JS, APIs) and data architecture.
• Experience with AI tools and frameworks, and introducing generative AI tools to teams.
• Proven track record in building repeatable processes and frameworks.
• Experience engaging executive-level stakeholders.
• Passion for Digital Experience (DX) and data-driven storytelling.

Benefits

• Flexible PTO policy and annual company-wide closure.
• Sponsored benefit packages for US-based employees, with supplemental options for international employees.
• Professional development opportunities and an 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 and bereavement leave, including for miscarriage/pregnancy loss.

Location

This is a hybrid position requiring attendance at the Atlanta office one day per week. Candidates must reside within a commutable distance to Atlanta.

How to Apply

Interested candidates should apply through the provided application link.