Senior Customer Success Manager

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, Door Dash, 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.

You will carry a book of roughly 25-30 brokerage accounts and own them from go live through renewal: the relationship, onboarding, ongoing adoption, and the renewal itself. Adoption at a brokerage is not a login count. It is an account manager who has checked policies by hand for nineteen years deciding to trust our output on a Tuesday afternoon when she is behind.

Your job is to make that happen at scale, across every team in your book, and to know exactly why it did or did not.

This role sits alongside our AI Deployment Strategists, who lead AI transformation strategy with brokerage executives and own expansion into new teams, subsidiaries, and workflow families. You are the operator who makes the deployment stick, and the person the customer calls first. Gross retention and renewal on your book is your number. Expansion is a number you feed with evidence and champions.

Customer Success at Fulcrum is three people including you. You will build the function while carrying the book. What you write becomes how Fulcrum runs Customer Success for the next hundred customers.

The relationship. You are the named owner for your accounts, from the operations lead who sponsored the purchase to the branch manager who never wanted it. Trusted enough that bad news reaches you early, and senior enough to hold a hard conversation with a COO without escalating it.

Onboarding and time to first value. Taking the handoff from Sales and Deployment, running the go live plan, and driving each account to real production usage on a defined timeline. You are accountable for the date, not for explaining the slip.

Adoption against real exit criteria. Breadth (active users against contracted seats), depth (document volume against contracted allowance), and workflow coverage. You will know your accounts' numbers cold, know what moved each one, and be able to defend the call when the number and the customer's mood disagree.

Product Expert. You know the product inside and out, and solution for customer needs appropriately.

The change management. Enablement plans, workflow level training, champion development, office hours, and the unglamorous follow up that turns a provisioned seat into a weekly habit. Most of the value in this job is created in the fourth conversation, not the first.

Renewals. Building the case across the year rather than in the last sixty days, quantifying delivered ROI in the customer's own numbers, and closing the renewal in partnership with Sales.

Business reviews that hold up. Operations leaders and C suite at top 100 brokerages, working from real usage data and quantified…