Senior Manager, Customer Solutions Engineering - Strategic Accounts

Note: This is a hybrid position requiring in-office attendance one day per week at Fullstory's Atlanta office. Candidates must reside within a commutable distance.

Role Overview

As Senior Manager of Customer Solutions Engineering for Strategic Accounts, you will 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 act as senior technical partners on renewal and expansion conversations.

You will be actively involved in account strategy for high-stakes situations—escalations, at-risk renewals, and C-suite relationships requiring leadership presence. Your primary output is team performance: developing CSEs, creating repeatable playbooks, and partnering with Sales leadership to ensure technical excellence translates into business outcomes.

Key Responsibilities

• Lead and Develop the Team: Coach 4–6 Strategic CSEs on executive presence, technical depth, and value realization. Manage hiring, onboarding, and performance management for the tier.
• Own Team NRR Contribution: Track renewal risk, expansion pipeline, and technical health across the Strategic account book.
• Drive Strategic Escalations: Serve as senior technical lead on escalating risk, stalled expansions, and executive relationships.
• Partner with Sales Leadership: Align with Strategic AEs and sales managers on account prioritization, territory strategy, and resource allocation.
• Build Scalable Systems: Systematize renewal narratives, POC/PoV frameworks, QBR structures, and value delivery frameworks.
• Drive Growth & AI Workflows: Coach the team on tech consolidation plays and product feedback loops while leading adoption of AI and workflow automation to expand team capacity.

Requirements

• 5+ years of experience in Customer Success, Sales Engineering, or Technical Account Management.
• 2+ years managing a technical, customer-facing team.
• Demonstrated success managing or influencing renewal and expansion outcomes for enterprise/strategic accounts ($300K+ ARR).
• Strong understanding of web and mobile technologies (HTML, CSS, JavaScript, APIs) and comfort discussing data architecture, integrations, and digital experience platforms.
• Fluency in modern AI tools and frameworks (e.g., Anthropic, OpenAI) with experience operationalizing generative AI tools and automated workflows within a delivery function.
• Track record of building repeatable processes, including playbooks, QBR frameworks, health scoring, and POC methodologies.
• Experience engaging Director, VP, and C-suite stakeholders both internally and externally.
• Passion for Digital Experience (DX), data-driven storytelling, and proactive technical risk management.

Benefits & Support

• Flexibility & Connection: Hybrid schedule (minimum one day per week in the Atlanta office), flexible PTO policy, federal holidays, and annual company-wide closure.
• Comprehensive Benefits: Sponsored benefit packages for US-based employees and supplemental options for international team members.
• Professional Development: Training programs and an annual learning subsidy.
• Productivity Support: Monthly productivity stipend.
• Team Collaboration: Regular off-sites and an annual full-company meet-up.
• Family Support: Paid parental leave and bereavement leave (including coverage for pregnancy loss).

About Fullstory

Fullstory is a leading behavioral data platform transforming how businesses understand and improve digital experiences. The platform empowers companies to uncover insights, optimize customer journeys, and deliver exceptional online interactions.