Customer Solutions Engineer, Strategic Accounts

Fullstory • Atlanta, GA

1d • Hybrid

About The Position

As a Customer Solutions Engineer on Fullstory’s Strategic Accounts team, you will own 8–12 of the company’s largest customers, each with at least $300,000 in ARR. You will be the primary technical and product-facing representative to these customers, building trust by understanding Fullstory’s product, connecting technical capabilities to business goals, and helping customers integrate the platform into their daily work.

You will share an expansion quota with an Account Executive and help protect renewals and grow accounts by enabling customers to realize more value from Fullstory. The Account Executive guides commercial discussions, while you define how Fullstory becomes integral to customer workflows. The role includes technical evaluations, customer engagements, troubleshooting, executive presentations, and account growth activities. Use of AI tools to prepare for meetings, accelerate troubleshooting, and identify account risk is encouraged.

This is a hybrid position requiring in-office attendance one day per week at the Atlanta office. Candidates must live within commuting distance. Travel of up to 25% is required. Within six months, you are expected to be the go-to technical contact for your portfolio, have held an EBR or onsite with each account, and have led your first add-on evaluation.

Requirements

• 3–5 years of experience in a customer-facing technical role, such as Technical Customer Success, Technical Account Management, Customer Solutions Engineering, Solutions Engineering, or Value Engineering, working with enterprise or strategic accounts.
• Hands-on technical skills, including comfort with browser developer tools and the ability to read HTML, CSS, and JavaScript.
• Experience working with APIs, JSON, and SDK installations.
• Understanding of how iOS and Android applications are built; mobile developer experience is not required.
• Experience helping customers implement and realize value from a technical SaaS product, such as an analytics, data, or developer platform.
• Experience owning or co-owning renewal or expansion targets, or a clear interest in moving into a role with a quota.

Nice To Haves

• Experience at a digital experience, product analytics, or similar SaaS company.

Responsibilities

• Own a portfolio of 8–12 of Fullstory’s largest customers, each with at least $300,000 in ARR.
• Plan and execute Proofs of Value, defining success criteria, managing the technical project, and demonstrating ROI to technical and executive stakeholders.
• Develop expertise in Fullstory and help customers use advanced capabilities, including Funnels, Journeys, Conversions, Data Destinations, and Mobile SDKs.
• Build and present Executive Business Reviews that connect Fullstory usage to business outcomes.
• Troubleshoot customer issues using browser developer tools, front-end code, and investigation of SDK and API issues on web and mobile; resolve issues or engage the appropriate internal experts.
• Plan and run onsite meetings, working sessions, and customer events, including technical agendas.
• Identify new use cases and introduce Fullstory to additional customer teams, including Product, UX, Engineering, and Digital Marketing.
• Lead technical evaluations for add-ons such as Advanced Data Export and Mobile Suite.
• Work with the Account Executive to protect renewals and grow expansion revenue, sharing an expansion quota.
• Use AI tools such as Claude, Gemini, and OpenAI to prepare for customer meetings, speed up technical troubleshooting, and identify account risks.

Benefits

• Flexible PTO policy and an annual company-wide closure.
• Federal holidays.
• Sponsored benefit packages for US-based employees and supplemental coverage options for international employees.
• Professional development opportunities through training programs and an annual learning subsidy for US- and EMEA-based employees.
• Monthly productivity stipend for US- and EMEA-based employees.
• Team off-sites and an annual full-company meet-up.
• Paid parental leave.
• Bereavement leave, including miscarriage and pregnancy loss.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed