Senior Technical Customer Success Manager

About Dev Savant

At Dev Savant, we are a trusted technology partner specializing in Software Development, Data Engineering, AI/Machine Learning, Cloud Solutions, Automation Testing, and UI/UX Design. We deliver innovative, high-quality solutions with a focus on excellence and results. Our people are at the heart of everything we do, fostering a culture of growth and well-being. Join us and thrive in a supportive, success-driven environment.

We are seeking a Customer Success Manager (CSM) who will act as a trusted advisor to our customers, ensuring their long-term success, retention, and growth with Fulcrum. This role is ideal for a proactive, technically inclined customer success professional who thrives in fast-paced, evolving environments and enjoys combining strategic thinking with hands-on execution.

This is not a reactive support role. Instead, the focus is on driving customer outcomes through structured success plans, onboarding, product adoption, and value realization. The CSM will independently manage a portfolio of customers, build strong relationships, and partner cross-functionally to maximize customer and company impact.

• Own and manage a portfolio of customers, ensuring long-term health, adoption, retention, and value realization.
• Build and execute customer success plans to support both new and existing customers throughout their lifecycle.
• Successfully onboard new customers, connecting their initial purchase motivations to real-world value as quickly as possible.
• Act as a trusted product advisor by deeply understanding customer business needs and mapping them to Fulcrum’s technical capabilities.
• Demonstrate the value of Fulcrum through targeted, outcome-driven solutions aligned to explicit and implicit customer goals.
• Monitor customer engagement and proactively reach out at key moments (onboarding, business reviews, expansion opportunities, risk signals).
• Partner with Account Executives to drive customer growth through strategic, value-based conversations.
• Conduct Executive Business Reviews (EBRs) to align on goals, performance, and future opportunities.
• Maintain accurate and up-to-date customer and activity documentation within the system of record.
• Share structured customer feedback with cross-functional teams to improve product, processes, and customer experience.
• Maintain ongoing product education, staying current on new features, releases, and best practices.
• Build and audit Fulcrum apps of medium complexity, advising customers on best practices and improvements.
• Provide regular updates internally on customer health, risks, opportunities, and action plans.

• Experience managing a book of business as a Customer Success Manager, Technical CSM, or Technical Account Manager (TAM).
• Experience with scripting languages, preferably Java Script .
• Proven experience conducting customer-facing Executive Business Reviews.
• Strong consultative and solution-oriented mindset, comfortable working with both technical and non-technical stakeholders.
• Solid technical aptitude, with the ability to understand, configure, and advise on Fulcrum’s platform capabilities.
• Ability to partner closely with sales teams on shared accounts and joint action plans.
• Exceptional organizational skills with the ability to prioritize and manage multiple concurrent work streams.
• Strong interpersonal skills and the ability to build relationships across all levels of an organization.
• Outstanding written and verbal English communication skills.
• Self-starter with a positive attitude, comfortable navigating change and ambiguity in a high-performance environment.

• Bachelor’s degree (preferred but not required).
• Previous experience in the SaaS industry.
• Experience engaging in strategic conversations with operational and executive leaders.
• Comfort working with stakeholders ranging from CEOs to individual contributors.
• Proven track record of exceeding performance goals.
• Experience driving strategy-based conversations that lead to meaningful product adoption.
• Hands-on experience with CRM tools and Customer Success Platforms (e.g., Churn Zero, Catalyst, Planhat).
• Project management experience and managing multiple parallel initiatives.
• Experience creating and analyzing data using tools such as Excel, Power BI, or Tableau.
• Experience in GIS and/or mobile forms for horizontal construction industries.
• Prior experience using Fulcrum (strong plus).