Customer experience manager Jobs in McAllen, TX

Principal Customer Success Manager

This role can be performed remotely from anywhere within the United States, with the expectation of travel to customer sites as needed and Spanish fluency required.

As a Principal Customer Success Manager on our Strategic team, you will be a trusted advisor for our most valuable customers helping them achieve maximum value from the Fullstory suite of products. By providing strategic guidance and product enablement, you will also be responsible for driving product adoption of existing tools, removing roadblocks, proactively managing risk, and identifying opportunities for new products and services within your book of business. You will report to the Director, Strategic Customer Success.

CSMs are power users of the Fullstory platform, leveraging their product knowledge and strategic expertise to help customers accomplish key business objectives. You'll be expected to engage consistently with a highly specialized book of accounts, delivering excellent service in a way that's value-driven and differentiated. You'll build close working relationships with our Sales organization to drive retention and expansion, and will collaborate with Fullstory's Product and Marketing teams to influence platform feature decisions and positioning.

In a typical day, you might :

• Oversee the customer experience for a portfolio of 10-20 enterprise-level, high-value accounts with the goals of retention and growth.
• Ensure Fullstory's most strategic customers receive maximum value from their investment in our platform, utilizing key features that drive their intended business outcomes, while also documenting the value and ROI delivered.
• Forecasting, identifying risk, and maintaining a strong customer renewal rate and growth rate in partnership with the Account Executive team
• Partner with multiple internal cross-functional teams (Sales, Marketing, Product, and Fullstory executive leadership) to develop and execute success plans that align stakeholders on growth strategies and risk mitigation.
• Create and deliver Executive Business Reviews, presentations and strategic consultations to align on goals, priorities, growth opportunities, and overall business vision to support optimal adoption of the Fullstory platform.
• Represent Fullstory as a leading domain and product expert in customer interactions, industry and corporate events, as well as online within both customer-facing and internal communities.
• Being an advocate for customers' product feature priorities internally within Fullstory and align with product team around driving product roadmap.
• Use AI tools (e.g., Gemini, AgentSpace, or AI features in other SaaS tools) that enhance your work quality and help you to be more efficient in making an impact.

Here's what we're looking for :

The base salary for this position ranges from $110,000 - $130,000 USD. This base salary contributes to an OTE(on-target earnings) of $157,143 - $185,714 USD. Total compensation will vary based on relevant experience, qualifications, and market conditions.

About Fullstory

Fullstory is a leading behavioral data platform transforming how businesses understand and improve their digital experiences. Our technology empowers companies to uncover insights, optimize customer and employee journeys, and deliver exceptional online interactions. It makes every customer experience smoother and more personalized and empowers the employees behind the scenes.

We're building something special at Fullstory- and we're looking for teammates who are curious, collaborative, and driven to make an impact. We're especially excited about the potential of AI to enhance efficiency, spark creativity, and elevate our work.

How we support you :

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!