About Fulcrum

The $1.5 trillion insurance industry is powered by brokers. Every business needs insurance, and the brokerage industry is hamstrung by account management capacity. Account managers are constantly pulled in multiple directions—keying information into systems, chasing documents, doing mundane work—rather than focusing on the client interactions that actually matter. Most brokerages either outsource this work or grind through it manually.

We're building an AI platform to automate this insurance drudgery. Our platform already saves customers thousands of hours and millions of dollars every year. Our customers love the product— we have deep penetration within enterprise brokerages and genuinely enjoy making our customers' lives better. We just raised our Series A and are just getting started.

Why Fulcrum

Rocket-ship growth. We’ve achieved multiple seven figures in ARR in just over a year, serving large enterprise clients including 30% of the top 50 brokers in the country.
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.

About the Role

We’re looking for an Enterprise Customer Success Manager to own the post‑sale experience for our largest, most complex customers. You’ll be the primary face of Fulcrum for a portfolio of enterprise brokerages, partnering with a Deployment Strategist who leads net‑new implementations and workflow deployments. Once workflows are live, you’ll own the business‑as‑usual relationship: driving adoption across producers and service teams, proving ongoing value, and ensuring strong renewals and expansion.

Responsibilities

Own enterprise relationships (post‑deployment): Serve as the primary owner for a portfolio of enterprise and “Top 50” brokerages once initial deployments are complete, building trusted relationships with executive sponsors, operations leaders, and frontline teams.
Drive adoption in highly complex enterprise accounts: Navigate multi‑entity, multi‑stakeholder environments, tailoring adoption strategies by region, business unit, and persona to embed Fulcrum into core workflows across the organization.
Run QBRs and roadmap conversations: Lead regular check‑ins, QBRs/EBRs, and roadmap reviews that tie product progress to customer outcomes.
Be the voice of the customer: Represent customer needs across Product, Engineering, and GTM, ensuring there is a clear, shared view of goals, risks, and opportunities for each account.
Partner on implementations, then own BAU: Collaborate with Sales and Deployment Strategists during implementation to align on goals, use cases, and success metrics for each workflow.
Set expectations for support and change: Ensure customers know what “good” looks like, how to escalate issues, and how to request changes to live workflows.
Drive adoption and value: Define and track adoption by persona and workflow, using data to monitor health and surface risks early.
Run targeted adoption playbooks: Execute and refine playbooks such as targeted trainings, workflow refreshes, and change‑management nudges to deepen and broaden usage.
Own renewal and expansion motions with Sales: Partner closely with Sales on renewals and expansions, including forecasting, commercial structuring, and executive alignment.
Build CS foundations and playbooks (post‑implementation): Help codify our tiered CS model across Enterprise + Mid‑Market segments, with a clear split between Deployment Strategist (implementation) and CSM (post‑deployment).

About You

3–8 years in a customer-facing role within SaaS or tech-enabled services; experience with insurance, fintech, or data platforms is a plus.
Proven track record of increasing product adoption or renewal rates through proactive outreach and data-backed interventions.
Excellent written and verbal communication; comfortable leading trainings and presenting insights to senior stakeholders.
Competent with analytics tools (Amplitude, Metabase, or similar) and able to translate raw usage data into actionable recommendations.
Highly organized, detail-oriented, and able to juggle multiple customer projects in a fast-moving start-up environment.
Low-ego, “roll-up-your-sleeves” mentality—willing to handle everything from answering support tickets to drafting process docs.
Enthusiasm for AI-driven workflows and an eagerness to learn the nuances of commercial insurance operations.

What we offer

Competitive salary ($150k-$190k) + meaningful equity.
Full health, dental & vision.
High-ownership, high-trust culture with lightning-fast executors.
Regular team off-sites, dinners, and an office stocked for builders.