Senior Manager, Customer Solutions Engineering - Strategic Accounts @Fullstory

Overview

The Senior Manager of Customer Solutions Engineering for Strategic Accounts at Fullstory is responsible for leading a team of Customer Solutions Engineers (CSEs) who manage the company's largest customer relationships. This hybrid position requires in-office attendance one day per week in Atlanta, with candidates needing to reside within a commutable distance.

Key Responsibilities

• Lead and develop a team of 4–6 Strategic CSEs, focusing on coaching, hiring, onboarding, and performance management.
• Manage the team’s net revenue retention (NRR) contribution by tracking renewal risks and planning strategies for at-risk accounts.
• Act as a senior technical voice in escalations and executive relationships, building trust with senior customer stakeholders.
• Collaborate with Sales leadership to align account strategies and maximize commercial opportunities.
• Systematize processes for renewal narratives, frameworks, and value delivery, ensuring consistency in operations.
• Coach the team on technology plays, AI adoption, and workflows that enhance capacity and maintain quality.

Requirements

• 5+ years of experience in Customer Success, Sales Engineering, or Technical Account Management, with a minimum of 2 years in a managerial role.
• Proven track record managing renewal and expansion outcomes for enterprise accounts ($300K+ ARR).
• Strong understanding of web/mobile technologies (HTML, CSS, JS, APIs) and data architecture.
• Proficient with current AI tools and frameworks; experience in operationalizing generative AI tools.
• Ability to build and scale repeatable processes across teams.
• Experience engaging with executive-level stakeholders.
• Passion for Digital Experience (DX) and data-driven storytelling.

Benefits

• Flexible PTO policy and an annual company-wide closure.
• Sponsored benefit packages for US-based employees, with supplemental options for international staff.
• Professional development opportunities and an annual learning subsidy for employees.
• Monthly productivity stipend for employees.
• Team off-sites and company meet-ups for connection and collaboration.
• Paid parental leave and bereavement leave, including for pregnancy loss.

Location

This is a hybrid role requiring in-office attendance at the Atlanta office one day per week.

How to Apply

Interested candidates should apply directly to the position through the company career page.