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FullStory seeks a Senior Manager of Customer Solutions Engineering to lead the team responsible for the company's largest and most complex customer relationships. This hybrid role (one day/week in Atlanta office) sits at the intersection of Customer Success and Solutions Engineering, owning technical health post-sale, driving adoption depth, and serving as the senior technical partner on renewal and expansion conversations.
You will manage 4–6 Strategic Customer Solutions Engineers (CSEs), developing them on executive presence, technical depth, and value realization across the most complex accounts. Your primary output is team performance: you develop CSEs, build repeatable playbooks, and partner with Sales leadership to ensure technical excellence drives business outcomes.
Key responsibilities include:
- Leading and developing the CSE team through coaching, hiring, onboarding, and performance management
- Owning the team's Net Revenue Retention (NRR) contribution by tracking renewal risk, expansion pipeline, and technical health across the strategic account book
- Acting as the senior technical voice on escalations, at-risk renewals, and executive relationships requiring leadership attention
- Partnering with Sales leadership as a peer on account prioritization, territory strategy, and CSE capacity allocation
- Building systems and playbooks for consistency: renewal narratives, POC/PoV frameworks, QBR structures, and value delivery frameworks
- Driving growth motions and AI-powered capacity through tech consolidation plays, beta/product-feedback loops, and adoption of generative AI workflows
Required qualifications: 5+ years in Customer Success, Sales Engineering, or Technical Account Management, with at least 2 years managing a technical customer-facing team. Demonstrated success managing renewal and expansion outcomes for enterprise/strategic accounts ($300K+ ARR). Strong understanding of web/mobile technologies (HTML, CSS, JS, APIs) and comfort with data architecture, integrations, and digital experience platforms. Fluency in current AI tools (Anthropic, OpenAI, etc.) and experience operationalizing generative AI within a delivery function. Track record of building repeatable processes and engaging executive-level stakeholders (Director/VP/C-suite).
