# Senior Manager, Customer Solutions Engineering - Strategic Accounts

**Company:** [Fullstory](https://hotfix.jobs/companies/fullstory)
**Location:** Atlanta, GA
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** Customer Success, Sales Engineering, Technical Account Management, HTML, CSS, JavaScript, APIs, Data Architecture, Digital Experience Platforms, Anthropic, OpenAI, Generative AI, Mcp, QBRs, Health Scoring
**Posted:** 2026-09-04

> Leads a strategic Customer Solutions Engineering team responsible for technical health, adoption, renewals, and expansions across complex enterprise accounts. Requires 5+ years in customer-facing technical or customer success roles, team-management experience, and fluency in web technologies, AI workflows, and executive engagement.

## Job Description

## Responsibilities
- Lead and develop a team of 4–6 Strategic Customer Solutions Engineers supporting complex enterprise accounts.
- Coach team members on executive presence, technical depth, and value realization.
- Own hiring, onboarding, and performance management for the Strategic CSE tier.
- Track renewal risk, expansion pipeline, technical health, and net revenue retention across the Strategic account portfolio.
- Provide senior technical leadership for escalations, at-risk renewals, stalled expansions, and executive customer relationships.
- Partner with Strategic Account Executives and Sales leadership on account prioritization, territory strategy, and CSE capacity planning.
- Build repeatable playbooks and systems for renewal narratives, POC/PoV processes, QBRs, health scoring, and value delivery.
- Quantify value delivered, persona expansion, and monthly active user growth as indicators of account health.
- Coach the team on technology consolidation, beta and product-feedback loops, and customer advocacy programs.
- Lead adoption of AI- and MCP-powered workflows, deployment scripts, and automated processes to increase team capacity.

## Requirements
- 5+ years of experience in Customer Success, Sales Engineering, or Technical Account Management.
- At least 2 years managing a technical, customer-facing team.
- Demonstrated success managing or directly influencing renewal and expansion outcomes for enterprise or strategic accounts with $300K+ ARR.
- Strong understanding of web and mobile technologies, including HTML, CSS, JavaScript, APIs, data architecture, integrations, and digital experience platforms.
- Fluency with current AI tools and frameworks, such as Anthropic and OpenAI.
- Experience introducing, operationalizing, and driving adoption of generative AI tools, deployment scripts, or automated workflows within a delivery function.
- Experience building and scaling repeatable processes, including playbooks, QBR frameworks, health scoring, and POC methodologies.
- Experience engaging Director-, VP-, and C-suite stakeholders internally and with customers.
- Passion for digital experience, data-driven storytelling, and identifying technical risk before it becomes a churn signal.

## Benefits
- Flexible PTO and annual company-wide closure.
- Sponsored benefits and supplemental coverage options.
- Professional development opportunities and annual learning subsidy for US and EMEA employees.
- Monthly productivity stipend for US and EMEA employees.
- Team off-sites and annual company-wide meet-up.
- Paid parental leave and bereavement leave.

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