Founding Team Member -Customer Success & Operations - Fulcrum

Join Fulcrum's exceptional founding team to revolutionize the $1T+ insurance industry. We're transforming insurance brokerages with cutting-edge AI Agents, serving diverse customers including top 100 brokerages. You'll ensure a 12-star customer experience while optimizing our operations.

About Fulcrum

Fulcrum leads the insurtech revolution with AI Agents that transform the $1T+ insurance industry. We empower brokerages to boost revenue without headcount expansion through intuitive AI automation.

Our AI Agents streamline proposal creation and policy checking, allowing brokerage teams to double account coverage and focus on client relationships. We're reimagining insurance operations for the 21st century, serving clients from local agencies to top 100 brokerages.

Role Responsibilities

• Customer Onboarding and Relationship Management: Lead the post-sale process, including discovery sessions, go-lives, and implementation check-ins. Build deep understanding of customers' processes and needs, forging strong relationships and ensuring our solutions meet their requirements.
• Implementation and Adoption: Manage multiple active implementations across various use-cases. Drive adoption of Fulcrum's full suite of solutions, identifying opportunities for customers to expand usage and realize more value.
• Strategic Problem-Solving: Creatively solve customer problems with workarounds and thoughtful product modifications. Synthesize customer feedback to inform product improvements and company strategy.
• Cross-Functional Collaboration: Partner with internal product and engineering teams, providing insights to drive product enhancements and customer success. Develop and implement best practices, training materials, and processes for customer success as we scale.
• Performance and Metrics: Own key customer success metrics, including retention, expansion, and satisfaction scores. Ensure a 12-star customer experience while optimizing our operations.
• Versatile Support: As part of our small team, be ready to troubleshoot and resolve customer issues when needed.

Your Experience

2-5 years in B2B SaaS customer-facing roles (e.g., Implementation Manager, Customer Success Manager, Onboarding Specialist, Solutions Engineer, or Technical Project Manager), preferably in insurtech or related fields.

Key Qualifications

• Excellent communication skills, adept at conveying complex concepts to various audiences
• Strong project management skills with a track record of timely delivery
• Ability to synthesize customer feedback for product improvements
• Deep interest in understanding customer needs and product expertise
• Proactive and scrappy problem-solver with a customer-first mindset
• Proud of own ability to work hard and knock doors down to achieve the desired outcome

Our values

• We work hard and enjoy being together in person. We are transparent about our work ethic and expectations because it enables us to have extreme ownership in building at a pace that is unmatched.
• Customers, customers, customers. We're customer-obsessed and always start with the customer first. We are all the customer support team.
• Speed meets reliability. We innovate rapidly without compromising stability. Our enterprise clients trust us to deliver fast, dependable solutions that drive their business forward.
• Take care of each other. We trust each other and want to enable everyone to do their best work. That means competitive compensation, premium healthcare, unlimited PTO, and other great benefits.

Benefits

• Premium Healthcare (Medical, Dental, Vision)
• Free lunch, drinks & snacks
• Beautiful San Francisco office