Lane Greer
Director of Forward Deployed Engineering, Field Innovation Lab
I build systems where outcomes scale parabolically — not linearly with headcount. AI deployment, forward deployed engineering, and solutions architecture.
- Subject
- Lane Greer
- Employer
- Fullstory
- Location
- Atlanta, GA
Projects I have led
What each one is and how it works.
Behavioral clustering of ordering customers
Behavioral clustering that turns each customer's journey into a vector and groups customers who behave alike, with every cluster named from the sessions at its center. Shown with every customer identifier removed.
Fullcapture Gold: semantic events from warehouse data
A data science pipeline that mines the behavioral data a customer already exports to their warehouse and writes named business events back onto session timelines.
Fullstory Skills Repository
A collection of 25 agent skills that guide developers and coding agents to decorate digital experiences with semantic meaning, with stable selectors, industry-specific privacy guidance, and separate web and mobile implementation.
STEVE: running a team's operations with agents
A meeting-intelligence and team-operations platform that runs in the background on a Mac and turns calendars, meeting notes, chat, and tickets into one routine.
Technical Triage Agent
An observation-only, multi-agent review of a user session that reports what the user saw and what was recorded, and when, never why.
Writing
Selected writing and appearances on behavioral data, semantic layers, AI agents, and customer experience.
Re-Architecting Enterprise Go-to-Market: Why the Hybrid Customer Success Role Failed and What Replaces the Technical Gap
Why the hybrid Customer Success role failed, and how splitting it into account management, ongoing customer success, and forward deployed engineering closes the technical gap.
Field innovationTechnical leadershipRead on this site
Why Your KPI’s Are Lying to You with Fullstory’s Lane Greer
Everyone wants to throw AI into their digital experience. Lane Greer from Fullstory says that's probably a mistake. Too many companies are looking for ways to add AI when they should be asking what their customers actually need. And it might not be AI.
Executive impactField innovationListen on YouTube (opens in a new tab)
The digital terroir: Why unbiased data is the substrate for AI
Before architecting AI strategies for Fortune 500s, I was a sommelier in Dallas, obsessed with the philosophy of Old World winemaking. I lived for the history, the tradition, and the culture of the vine.
Technical leadershipField innovationRead on linkedin.com (opens in a new tab)
Experience
Nov 2024 to present
Director of Forward Deployed Engineering, Field Innovation Lab
Fullstory
Six-person team spanning technical program management, forward-deployed engineering, and prototype infrastructure. Influences 75% of company revenue across pre-sale, expansion, and renewal. 83% win rate by dollars, 57% by deal count, across 41 closed opportunities where the team was directly involved.
I built Fullstory's Field Innovation Lab, the specialist team behind our technical go-to-market motion. It started as an overlay on sales and now covers go-to-market through post-sale customer success.
The Lab's impact shows up in revenue. With six people, the team influences 75% of company revenue across pre-sale, expansion, and renewal, and wins 83% of the dollars it touches (57% by deal count) across 41 closed opportunities. Behavioral clustering of ordering customers
May 2022 to Nov 2024
Senior Manager, Solutions Engineering Specialists
Fullstory
We are a collection of software engineers and highly technical problem solvers passionate about demonstrating the full value of the Fullstory Digital Experience platform in a short evaluation window.
Jan 2020 to May 2022
Staff Sales Engineer
Fullstory
Enterprise sales engineering and solutions consultation for the industry-leading Digital Experience Intelligence platform, growing into the pre-sales solutions architect deployed on the largest and most complex opportunities. Ideated, designed, executed, and maintained a clear line of sight to the technical win, yielding high win rates and setting the customer up for long-term technical success after the transition from pre-sales to post-sale onboarding and customer success.
Jan 2018 to Jan 2020
Director, Customer Success (practice founder)
Fullstory
Hired to design and scale Fullstory's Customer Success practice from the ground up. As the sole practitioner, worked as the CSM first to learn the company, product, and customers well enough to draft the right Customer Success framework. Helped redefine what Customer Success should look like and how it is measured: the channel for two-way communication between customers and product, enabling measurable, ROI-yielding product-led growth.
Oct 2015 to Dec 2017
Manager, Director of Customer Success / Premium Services, Cloud First Applications Team (Google)
Accenture
Started as a Customer Success Manager; within a year, ran the global team and led it for the remainder of the role. Developed and executed all aspects of the Customer Success practice for large enterprise Google for Work customers. Managed the tactical and strategic aspects of large enterprises' relationship with Accenture's Google practice, focused on user platform adoption, future technology discovery and scoping, cyber security best practices, and technical support oversight and case management. Engaged Google Product Management for market and user experience research.
Apr 2014 to Oct 2015
Director of Customer Success (promoted from Customer Success Manager)
Cloud Sherpas, acquired by Accenture
Sole Customer Success Manager at Cloud Sherpas, chartered to design the Customer Success program from the ground up. Promoted to Director of Customer Success after the first year, and directed Customer Success from then on. Responsible for all ongoing initiatives for the largest, most strategic enterprise customers:
Oct 2012 to Jan 2014
Sr. Google Enterprise Account Manager
Tempus Nova, Inc.
Senior account manager for the Western territory.
Nov 2011 to Sep 2012
Field Sales, SMB Commerce
Google
Responsible for adoption of and success with an innovative suite of SMB products, including Google-supported customer acquisition tools, customer loyalty programs, and advanced customer communication platforms.
I think in terms of systems. If a system doesn't scale, it isn't a system worth pursuing. The goal is always a framework where successful outcomes scale parabolically — not dependent on humans in the loop.