Senior Manager, Digital Customer Success



Customer Service, Sales & Business Development
Atlanta, GA, USA · Remote
Posted on Monday, June 3, 2024

This role can be performed remotely anywhere within the United States.

Reporting to the Senior Director of Customer Support + Digital Success, the Senior Manager of Digital Customer Success is responsible for leading a team of Program Managers and Digital Customer Success Specialists to build proactive & scalable digital experiences that engage customers in the moments that matter, through all phases of the customer journey. They’ll leverage data and other customer signals to build content, campaigns, and programs that deliver meaningful customer outcomes across all segments, personas, and industries.

This position will be pivotal in driving the success of our customers and shaping the Fullstory user experience. You'll play a critical role in understanding our customers' needs, from startup to enterprise, and scaling Customer Success to meet adoption, maturity, and retention goals. The ideal candidate is an innovative creator who enjoys identifying and solving problems with an innovative approach, develops cross-functional working relationships, and is capable of defining and owning the creation and implementation of digital programs.

In a typical day, you might:

  • Manage & develop a high-performing team of Program Managers and Digital Customer Success Specialists

  • Develop and deliver digital initiatives that drive value realization and adoption for all Fullstory customers, such as:

    • Creating and delivering educational content and campaigns to drive adoption of core Fullstory functionality and new releases.

    • Building rich persona-based enablement and in-app onboarding to mature Fullstory use cases and drive customer stickiness.

    • Enhancing and augmenting digital experiences for CSM-led customers through engaging user training, automations, and webinars.

  • Drive design and development of customer health signals and the digital customer journey to inform engagement strategies, both for Digital and CSM-led experiences

  • Cross-functionally align the digital experience across email, in-app, and one to many events for a cohesive customer experience

  • Design, evaluate, and measure digital programs to impact internal targets (such as NPS, GDR, and NDR) and for continuous improvement

  • Own the Fullstory Community engagement strategy, facilitate regional user groups, and coordinate with Support to provide a great Community experience to all Fullstory customers

Here's what we're looking for:

  • A tenured career Customer Success, Customer Enablement, or Product Management in SaaS

  • Experience managing a high-performing Digital or Scaled Success team in an Enterprise SaaS environment

  • A proven track record of developing and implementing digital or scaled customer success motions that measurably impacted user adoption and customer retention

  • A data-oriented mindset. Someone who defaults to gathering and analyzing insights from data sets to guide decision-making processes, solicit cross-functional buy-in, and measure results

  • Previous oversight or launch of a user Community in the software space

The impact you will have in 6 months:

  • Team Development: Operationalize a high-performing team by optimizing team processes, encouraging collaboration, providing mentorship and feedback, and instilling vision.

  • Essential Programs: Guide the launch of essential scale programs, including regular customer sentiment touch-points and outcome-driven in-app onboarding plays.

The impact you will have in 12 months:

  • Establish Metrics that Drive Results: Define and implement operational KPIs that measure the effectiveness of Digital Success programs and customer adoption that impact key business metrics.

  • Insight-Driven Strategy: Leverage customer data, feedback, and quantitative insights to inform and shape our scale customer success strategy.

#LI-Remote #LI-CD1

About Fullstory

Fullstory is on a mission to help technology leaders make better, more informed decisions by injecting behavioral data into their analytics stack. The company’s patented technology unlocks the power of quality behavioral data at scale by transforming every digital visit into actionable data and insights. With Fullstory, enterprises can get closer to their customers’ true sentiment and intentions to predict what they want, create personalized experiences, and drive conversion, loyalty, and revenue. Fullstory is headquartered in Atlanta, USA, with regional teams across North America, EMEA and APAC.

How we support you:

Fullstorians are committed to building something better—from how we approach our product, to how we care for our customers and each other. Better is only possible when we can bring our full selves to work. Along these lines, we offer:

  • Autonomy and flexibility. From a remote-first work environment and flexible paid time off, to an annual company-wide closure – Fullstorians can focus on the moments that matter.

  • Benefits. Take care of the whole you. FullStory offers sponsored benefit packages for US-based Fullstorians, and supplemental coverage options for international Fullstorians.

  • Learning opportunities. We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy.

  • Productivity support. We provide all Fullstorians with a monthly productivity stipend and reimburse remote colleagues for their initial home office set up.

  • Team events. Connect with fellow Fullstorians through Employee Resource Group events, Listening & Alignment weeks, and team off-sites.

  • Paid parental leave. Fullstorians have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances.

  • Grow your family. We offer a global fertility and family building benefit that encompasses all journeys to growing your family.

  • Bereavement leave. Every family is different; we leave it to you to define who your family is, and support you when you need it most.

  • Miscarriage/Pregnancy loss leave. Whether it is for a Fullstorian or their partner – take the time you need.

Fullstory is proud to be an equal opportunity workplace dedicated to fostering an increasingly diverse community. We want candidates of all human varieties, backgrounds, and lifestyles. There’s no problem that can’t be made better by bringing together people with a broader set of perspectives. If our product, values, and community resonate with you, please apply - we'd love to hear from you!

If you may require reasonable accommodations to participate in our job application or interview process, please contact accommodations@fullstory.com. Requests for accommodations will be treated confidentially.