Fullstory helps companies understand and improve how humans and AI agents interact with digital experiences. It automatically captures every user interaction, giving businesses and their AI agents the context they need to spot problems, anticipate customer... Backed by Kleiner Perkins and GV.
About the role
As Senior Manager of Customer Solutions Engineering for Strategic Accounts, you lead the team of CSEs responsible for Fullstory's largest and most complex customer relationships. Your team sits at the intersection of Customer Success and Solutions Engineering: they own technical health post-sale, drive adoption depth, and are the senior technical partners on every renewal and expansion conversation.
What they're looking for
- 5+ years of experience in Customer Success, Sales Engineering, or Technical Account Management, with at least 2 years managing a technical customer-facing team
- Demonstrated success managing or directly influencing renewal and expansion outcomes for enterprise or strategic accounts ($300K+ ARR)
- Strong understanding of web/mobile technologies (HTML, CSS, JS, APIs) and comfort discussing data architecture, integrations, and digital experience platforms
- Fluent in current AI tools and frameworks. (e.g. Anthropic, OpenAI, etc.) Experience introducing, operationalizing, and driving team adoption of generative AI tools, deployment scripts, or automated workflows within a delivery function
- Track record of building and scaling repeatable processes — playbooks, QBR frameworks, health scoring, POC methodologies across a team
- Experience engaging executive-level stakeholders (Director/VP/C-suite) at both the customer and internal levels
More about this role
This is a hybrid position requiring in-office attendance one day per week at our Atlanta office. Candidates must reside within a commutable distance to be considered.
As Senior Manager of Customer Solutions Engineering for Strategic Accounts, you lead the team of CSEs responsible for Fullstory's largest and most complex customer relationships. Your team sits at the intersection of Customer Success and Solutions Engineering: they own technical health post-sale, drive adoption depth, and are the senior technical partners on every renewal and expansion conversation.
You are actively involved in account strategy for the highest-stakes situations — escalations, at-risk renewals, and C-suite relationships that require a manager's presence. Your primary output is the performance of your team: you develop the CSEs who carry these accounts, build the playbooks that make the work repeatable, and partner with Sales leadership to ensure technical excellence translates into business outcomes.
Lead and develop the team. Coach 4–6 Strategic CSEs on executive presence, technical depth, and value realization across the most complex accounts in the business — and own hiring, onboarding, and...
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