Senior Customer Success Manager

FullStack Labs is the fastest-growing software consultancy in the Americas. We help organizations like Uber, GoDaddy, MGM, Siemens, Stanford University, and the State of California, build distributed software development teams, and deliver transformational digital solutions. As an employee-first company, we focus on hiring the most talented software designers and developers in the western hemisphere, by creating a positive, respectful, and supportive work environment where they can achieve their greatest potential.

We’re most proud of:

- Offering life-changing career opportunities to talented software professionals across the Americas.
- Building highly-skilled software development teams for hundreds of the world’s greatest companies.
- Having delivered hundreds of successful custom software solutions, which have positively impacted the lives and careers of millions of users.
- Our 4.7-star rating on GlassDoor.
- Our client Net Promoter Score of 64, twice the industry average.
- Sustained growth of 100% - 200% per year.

**The Position**:

- FullStack Labs is seeking a Senior Customer Success Manager(Senior CSM) who will support the company's global business and revenue objectives and be a leader of a team that supports a group of enterprise accounts. This role will support an enterprise representative in managing and developing a portfolio of strategic accounts, staffing key roles, and managing the overall status of accounts to ensure comprehensive coverage of FullStack’s top-tier clients. This role will report to the VP of sales and be accountable for staffing roles, managing an ongoing relationship with clients, and achieving a team revenue goal.

**What You Will Be Doing**:

- Working with a dedicated enterprise representative and a group of enterprise accounts to build a process to manage client relationships and execute staffing and delivery needs.
- Work with the enterprise representative to build key account plans, identify growth strategies, and requirements to achieve them, and support staff headcount requirements.
- Ability to manage multiple accounts, prioritize clients, and ensure delivery.
- Produce a clear team structure that aligns with the enterprise account goals.
- Work with the Customer Success team to manage and visualize data around account performance, identify opportunities and risks, and be a supporting force in the go-to-market function.
- Ability to mentor, lead and develop Customer Success Managers and Junior Customer Success Managers to foster the growth of the CSM team.
- Navigating a startup environment that requires a dedicated focus on execution and an ability to prioritize impactful actions.
- Traveling to key stakeholders and clients with enterprise representatives.

**What We're Looking For**:

- 10+ years of experience in direct client support or management.
- Client communication.
- Account management.
- Organization and process management.
- Developing enterprise accounts and identifying opportunities.
- Managing teams of technical individuals and sales personnel.
- Building client account plans and executing them.
- Ability to operate and manage time independently.
- Strong organizational, presenting, and problem-solving skills.
- Excellent oral and written communication abilities as well as client service.

**Benefits**:

- Competitive Salary.
- Paid Time Off (vacation, sick leave, maternity and paternity leave, holidays).
- 100% remote work.
- The ability to work with leading startups and Fortune 500 companies.
- Health, dental, vision insurance.
- 401(k) w/ 4% match.
- Virtual company events each month.
- Ample opportunity for career advancement.
- Continuing education opportunities.

FullStack Labs is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form, which can be provided upon request during our hiring and interview process.

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