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About the Role
You will manage a portfolio of approximately 25-30 brokerage accounts, overseeing the entire customer lifecycle from initial onboarding and adoption to renewal. This role is crucial for ensuring customer success by driving product adoption and demonstrating value, working closely with AI Deployment Strategists to make AI transformations stick.
Responsibilities
- Manage relationships, onboarding, adoption, and renewals for a book of 25-30 brokerage accounts.
- Drive product adoption by ensuring account managers trust and utilize the AI platform.
- Collaborate with AI Deployment Strategists on AI transformation strategy.
- Act as the primary point of contact for customer inquiries and issues.
- Achieve gross retention and renewal targets for your account portfolio.
- Provide evidence and identify champions to support expansion opportunities.
- Build the Customer Success function while managing your account book.
- Develop and implement enablement plans, workflow training, and champion development.
- Conduct business reviews with operations leaders and C-suite executives.
- Partner with engineering and product teams on integrations and technical aspects.
- Contribute to building the Customer Success function, including health scoring, onboarding curriculum, and playbooks.
Requirements
- 6+ years in customer success, strategic account management, implementation, or post-sales consulting at a B2B software company.
- Experience with enterprise accounts involving multiple stakeholders and user groups.
- Proven track record of owning commercial outcomes, including retention or renewal targets.
- Fluency with data analysis, including pulling usage data and building defensible metrics.
- Comfort with spreadsheets and BI tools.
- Demonstrated ability in change management with non-technical operators.
- Sufficient technical literacy to engage in conversations about integrations, provisioning, and data flow.
- Excellent written communication skills for influencing executives.
- Based in San Francisco or willing to relocate.
- Ability to work in the office five days a week.
Skills
- Customer Success Management
- Strategic Account Management
- B2B Software Implementation
- Post-Sales Consulting
- Enterprise Account Management
- Data Analysis
- Spreadsheet Proficiency
- BI Tools
- Change Management
- Technical Literacy
- Written Communication
- Relationship Building
- Onboarding
- Product Expertise
- Cross-functional Collaboration
- Business Reviews
- Technical Partnership
- Process Development
Location
- San Francisco
Work Type
- In-office
- Full-time
Experience Level
- 6+ years
Benefits
- Full health, dental & vision
- Competitive salary
- Meaningful equity
- High-ownership, high-trust culture
- Lightning-fast executors
- Regular team off-sites
- Dinners
- Office stocked for builders
About the Company
- Fulcrum is building an AI platform to automate drudgery in the $1.5 trillion insurance brokerage industry.
- The platform saves customers thousands of hours and millions of dollars annually.
- The company has achieved multiple seven figures in ARR in just over a year, serving large enterprise clients.
- Fulcrum recently raised its Series A funding.
- The team consists of experienced professionals from companies like Affirm, Uber, DoorDash, and McKinsey.
- Fulcrum believes in in-person collaboration to foster the best ideas.