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Senior Digital Customer Success Specialist

    As a Senior Digital Customer Success Specialist joining our Digital Customer Success team, you will have an important role in scaling our customer success strategy.

    Reporting to the Head of Digital Customer Success, you will be responsible for designing and implementing success content and 1:many programs that enhance value, adoption, and encourage customer retention for our customers.

    To excel in this role, you will need to bring excellent written, verbal, and visual communication skills, along with exceptional attention to detail.

    In a typical day you might:

    Design, develop, and maintain high-quality success content like webinars, videos, courses, emails, and in-app workflows. Deliver 1:many and occasional 1:1 customer engagements, including webinars, office hours, workshops, strategy sessions, and more (50% of time customer-facing). Serve as a product expert with a deep understanding of FullStory and best practices in digital experience intelligence. Continuously evaluate and improve success content based on customer feedback and impact metrics.

    Here’s what we’re looking for:

    5+ years of experience in customer success, customer enablement, or instructional design. Experience explaining complex concepts in a clear, engaging manner to audiences of various sizes. Demonstrated proficiency in content authoring and delivery tools like Descript, Figma, Northpass, Google Suite, Zoom, Goldcast, and Notion. Project management skills with the ability to prioritize and manage commitments effectively in a fast-paced environment. Willingness to work MST or PST working hours to support APAC team.

    The impact you will have in 6 months:

    Take ownership of program content and delivery for a portfolio success programs. Establish yourself as a trusted product and content expert, within the organization and externally.

    The impact you will have in 12 months:

    Expand our success content library by developing intermediate-level content tailored by industry and persona. Operationalize and bionicize content maintenance processes.

    This role can be performed anywhere within the Mountain or Pacific timezone region.

    About FullStory

    Founded in 2014 on the belief that everyone benefits from a more perfect digital experience, FullStory’s digital experience intelligence (DXI) platform empowers businesses to continuously improve their customer experience across sites and apps. FullStory is backed by world-class investors and has 500+ employees worldwide with offices in Atlanta and London. We are proud to have been named to Forbes’ List of America’s Top Startup Employers, Wealthfront’s Career Launching Companies List, and LinkedIn’s Top US Startups List. We are guided by our values of Empathy, Clarity, Bionics, and Trust, which we embed in our day-to-day work.

    How we support you:

    FullStorians are committed to building something better—from how we approach our product, to how we care for our customers and each other. Better is only possible when we can bring our full selves to work. Along these lines, we offer:

    Autonomy and flexibility. From a remote-first work environment and flexible paid time off, to an annual company-wide closure – FullStorians can focus on the moments that matter. Benefits. Take care of the whole you. FullStory offers sponsored benefit packages for US-based FullStorians, and supplemental coverage options for international FullStorians. Learning opportunities. We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy. Productivity support. We provide all FullStorians with a monthly productivity stipend and reimburse remote colleagues for their initial home office set up. Team events. Connect with fellow FullStorians through Employee Resource Group events, Listening & Alignment weeks, and team off-sites. Paid parental leave. FullStorians have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances. Grow your family. We offer a global fertility and family building benefit that encompasses all journeys to growing your family. Bereavement leave. Every family is different; we leave it to you to define who your family is, and support you when you need it most. Miscarriage/Pregnancy loss leave. Whether it is for a FullStorian or their partner – take the time you need.

    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!

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