Senior Manager, Customer Solutions Engineering - Strategic Accounts

This is a hybrid position requiring in-office attendance one day per week at our Atlanta office. Candidates must reside within a commutable distance to be considered. As Senior Manager of Customer Solutions Engineering for Strategic Accounts, you lead the team of CSEs responsible for Fullstory's largest and most complex customer relationships. Your team sits at the intersection of Customer Success and Solutions Engineering: they own technical health post-sale, drive adoption depth, and are the senior technical partners on every renewal and expansion conversation. You are actively involved in account strategy for the highest-stakes situations — escalations, at-risk renewals, and C-suite relationships that require a manager's presence. Your primary output is the performance of your team: you develop the CSEs who carry these accounts, build the playbooks that make the work repeatable, and partner with Sales leadership to ensure technical excellence translates into business outcomes. In a typical day, you might: Lead and develop the team. Coach 4–6 Strategic CSEs on executive presence, technical depth, and value realization across the most complex accounts in the business — and own hiring, onboarding, and performance management for the tier. You scale through others: your instinct is to build playbooks and develop people, not to own accounts yourself. Own the team's NRR contri [... source excerpt omitted ...] most. Act as the senior technical voice on escalating risk, stalled expansions, and executive relationships that need leadership attention — with the depth to earn the trust of a customer's VP of Engineering, not just their day-to-day admins. Partner with Sales leadership as a peer. Align with Strategic AEs and their sales managers on account prioritization and territory strategy, matching CSE capacity to the highest-value commercial opportunities. You speak the revenue mechanics — renewal timing, NRR vs. GRR, RPS — fluently. Build the systems that create consistency. Systematize renewal narratives, POC/PoV frameworks, QBR structures, and the value delivery framework — quantif [... source excerpt omitted ...] pipeline — while leading adoption of AI and MCP-powered workflows that expand team capacity without sacrificing quality. Here’s what we’re looking for: 5+ years of experience in Customer Success, Sales Engineering, or Technical Account Management, with 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 ($300K+ ARR). Strong understanding of web/mobile technologies (HTML, CSS, JS, APIs) and comfort discussing data architecture, integrations, and digital experience platforms. Fluent in current AI tools and frameworks. (e.g. Anthropic, OpenAI, etc.)