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Senior Manager, Customer Solutions Engineering - Strategic Accounts

Fullstory· Customer Solutions Engineering
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Hybrid (Atlanta)Full-timePosted 1mo ago

About the role

Senior Manager leading the Strategic Accounts Customer Solutions Engineering team, overseeing post-sale technical health, adoption, renewals, and expansions for Fullstory’s largest, most complex customers. Combines customer success and solutions engineering to drive executive-level outcomes and scalable processes.

Responsibilities

  • Lead and develop the team. Coach 4–6 Strategic CSEs on executive presence, technical depth, and value realization across the most complex accounts; own hiring, onboarding, and performance management for the tier.
  • Own the team's NRR contribution. Track renewal risk, expansion pipeline, and technical health across the Strategic book; manage at-risk accounts.
  • Step in where it matters most. Serve as the senior technical voice on escalations, stalled expansions, and executive relationships requiring leadership.
  • Partner with Sales leadership as a peer. Align with Strategic AEs and sales managers on account prioritization and territory strategy; articulate renewal timing, NRR vs. GRR, RPS.
  • Build the systems that create consistency. Systematize renewal narratives, POC/PoV frameworks, QBR structures, and value-delivery framework; quantify Value Delivered and MAU growth as leading indicators.
  • Drive growth motions and AI-powered capacity. Coach on tech consolidation, beta/product-feedback loops, and AI/MCP-powered workflows to scale team capacity without sacrificing quality.

Qualifications

  • 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 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; experience introducing, operationalizing, and driving 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 customer and internal levels.
  • A passion for Digital Experience (DX), data-driven storytelling, and diagnosing technical risk before it becomes a churn signal.

Skills

Required:Team leadership and people managementRenewal and expansion strategyTechnical acumen in web/mobile techAI tooling and adoption

Benefits

  • Flexibility and Connection: HQ in Atlanta, one in-office day per week, hybrid eligibility.
  • Benefits: Sponsored benefit packages for US-based Fullstorians, supplemental coverage options for international employees.
  • Learning opportunities: Professional development programs and annual learning subsidy.
  • Productivity support: Monthly productivity stipend for US and EMEA-based employees.
  • Team Collaboration: Off-sites and annual company-wide meet-up.
  • Paid parental leave.
  • Bereavement leave, including miscarriage/pregnancy loss.
Last updated Sep 9, 2026. Interested? Apply on the company site.
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About Fullstory

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