Senior Project Manager, CX

This role can be performed remotely anywhere within the United States.

In this role, you will manage projects that enhance customer satisfaction, optimize service delivery, and drive operational efficiency. The ideal candidate will have a strong background in project management within a SaaS environment, exceptional organizational skills, and a passion for improving customer experiences.

In a typical day, you might:

• Plan, execute, and oversee projects that span teams within Professional Services (consulting services, onboarding, and partner delivery), ensuring they are completed on time, within scope, and within budget.

• Work closely with team members from Customer Experience and Professional Services to ensure alignment and successful project execution. Facilitate regular project updates, keeping stakeholders informed of progress, risks, and any necessary adjustments. Responsible for flagging concerns to managers and individual project leads to support resolution.

• Manage projects that focus on optimizing professional services delivery, including process improvements, tool enhancements, and resource management. Closely monitor project utilization, individual/team utilization, project progress, pipeline, and attainment of project outcomes. Identify areas of improvement and focus for the Professional Services team.

• Maintain comprehensive project documentation, including project plans, timelines, and status reports. Identify opportunities for process improvements and contribute to the development of best practices in project management across the team.

Here’s what we’re looking for:

• Proven experience as a Project Manager in a SaaS environment, with a focus on customer experience and/or professional services.

• Strong project management skills, including the ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines. Exceptional organizational skills, with a keen attention to detail and a methodical approach to project management.

• Excellent collaboration and communication skills, with the ability to work effectively with cross-functional teams and stakeholders.

• Strong analytical and problem-solving skills, with the ability to identify issues and implement effective solutions.

• PMP or similar project management certification is preferred but not required.

The base salary for this position ranges between $95,000 - $115,000 USD. Base salary will vary based on relevant experience, job-related skills and qualifications.

#LI-Remote #LI-CD1

About Fullstory

Fullstory is on a mission to help technology leaders make better, more informed decisions by injecting behavioral data into their analytics stack. The company’s patented technology unlocks the power of quality behavioral data at scale by transforming every digital visit into actionable data and insights. With Fullstory, enterprises can get closer to their customers’ true sentiment and intentions to predict what they want, create personalized experiences, and drive conversion, loyalty, and revenue. Fullstory is headquartered in Atlanta, USA, with regional teams across North America, EMEA and APAC.

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!

If you may require reasonable accommodations to participate in our job application or interview process, please contact accommodations@fullstory.com. Requests for accommodations will be treated confidentially.