Customer Success Manager - Founding Team

About Fulcrum

Fulcrum is re-wiring the insurance-brokerage industry with AI agents that let brokerages grow revenue without adding headcount. Our platform already saves customers thousands of hours and millions of dollars every year.

Why Fulcrum

• Rocket-ship growth. We’ve grown 5× in the last six months—and accelerating.
• Extreme ownership. You’ll work directly with enterprise users and ship end-to-end products that save them hours every week.
• Bleeding-edge problems, real impact. Tackle tough AI and product challenges whose wins show up immediately in customer workflows.
• In-person collaboration. Join a lean, staff-level team (ex-Affirm, Uber, DoorDash, McKinsey) working side-by-side in San Francisco; we believe the best ideas are fostered in an in-person environment.
• Top-of-market rewards. Competitive base salary plus meaningful founding-team equity.

Responsibilities

You’ll be the go-to face of Fulcrum for our mid-market customers, owning their post-sale experience from onboarding through ongoing success. You’ll balance hands-on support with scalable processes that reduce engineering interruptions and set us up for long-term growth.

Own the entire implementation cycle—from kickoff to go-live—by configuring workflows and delivering interactive training sessions that ensure each user reaches first value quickly.

Draft and schedule a sequence of onboarding emails, release-note updates, and best-practice tips so that customers always understand new features and recommended next steps.

Monitor adoption dashboards daily, segment accounts by engagement tier, and deploy targeted campaigns or one-to-one outreach to expand usage and prevent churn.

Triage incoming questions across email, Slack, and Intercom; resolve what you can directly, and log clear, reproducible tickets for Engineering when escalation is required.

Act as the customer’s primary point of contact for usability hurdles and common “how do I…?” inquiries, providing quick guidance or short Loom videos that unblock users in minutes.

Build and maintain self-serve assets—help-center articles, quick-start guides, and recorded walkthroughs—tailoring content to account-specific workflows when needed.

Host periodic enablement events such as monthly “Fulcrum Tips & Tricks” webinars, new-feature walkthroughs, and ad-hoc deep dives for power users and admins.

Conduct light QA and accuracy checks on hotfixes and new features before they reach production, ensuring changes meet customer expectations and existing workflows remain stable.

About You

What we offer

Ready to apply?

Req ID : R13

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