Technical Customer Success Manager

Our field-first platform is built from the ground up to give these teams the powerful practical tools they deserve. Were constantly pushing for whats next exploring cutting-edge technology that solves real-world problems our customers face daily. So if youre passionate about helping to solve tough operational challenges for a historically underserved market youve come to the right place.

We are looking for a proven Customer Success Manager to join our team to help us accelerate onboarding and ensure the success of our next 5000 customers. If you thrive in a fast-paced setting and have experience supporting customers for a product-led growth SaaS company that is scaling rapidly Fulcrum is the ideal next step in your career.

Summary

Your primary responsibility first and foremost is to be a trusted advisor to our customers ensuring their long-term success retention and growth. Our CSMs utilize their Fulcrum and strategic skills to proactively deliver high-impact results for our customers and for Fulcrum. Our CSMs are expected to operate effectively and professionally in a high-paced and ever-changing environment where their creativity knowledge and insight can bring about positive customer and company results.

Objectives:

1. Healthy Existing Customers

Maintain a healthy portfolio by ensuring customers continue to leverage Fulcrum. Support them if they are falling behind assist operationally and celebrate when they are seeing success. Build and execute on a customer success plan to drive adoption retention and value realization

1. Onboarding New Customers

Work to successfully onboard new customers and connect their initial reasons for purchasing with the real-world realization of that ! Build and execute on a customer success plan to drive adoption retention and value realization. Build use cases for marketing.

1. Trusted Product Advisor

Build healthy and trusting relationships with your customers by understanding their business and advising on the technical capabilities of Fulcrum that will provide the most value and be the voice of your customer.

1. Customer Retention and Growth

Assist the Account Executives in growing the value of your customer portfolio (book of business) through value-driven strategic conversations that drive the customers success.

Roles & Responsibilities

• Demonstrate the power of Fulcrum in a way that connects with customers through targeted solutions based on explicitly and implicitly stated goals setting clear expectations for all parties involved

• Monitor your customer portfolio and reach out during pre-determined contact points (onboarding business reviews expansion opportunities etc) as well as opportunities to get in front of potential challenges (as needed).

• Own your ongoing development and product education ensuring youre up to date on all current software releases/features

• Communicate (verbal and written) with customers and internal employees professionally and within a fast and friendly response time

• Maintain proper documentation in our system of record for accurate customer and activity records.

• Share relevant feedback with cross-functional partners to continually improve the customer and employee experience.

• Maintain a level of technical expertise in the Fulcrum platform sufficient to build apps of medium complexity and to be able to audit and advise on app best practices and improvements.

Requirements

• Managed a book of business as a CSM Technical CSM or Technical Account Manager (TAM)

• Previous experience with customer-focused EBR (Executive Business Review)

• A positive attitude in the face of an ever-changing and dynamic environment

• Self-starter and action-oriented for the things you see as challenging. You are not fearful of acting!

• Solution Architect - You use a consultative approach to interact with technical and non-technical users and enjoy solving problems

• You Love Change and can shift gears comfortably. You have the ability to thrive in a fast-paced high-performance environment.

• Technical Learning and Expertise; Strong aptitude for understanding technical aspects of Fulcrum in order to design and communicate solutions that solve customers business problems

• Experience with scripting languages preferably Javascript

• Interpersonal Savvy - You relate well to all kinds of people up down and sideways inside and outside the organization

• Highly developed organizational skills and the ability to prioritize tasks and meet deadlines with a quick turnaround.

• Ability to partner with the sales team on a shared portfolio and create action plans that address near-term and long-term needs.

• Ability to handle and prioritize multiple simultaneous internal and customer-facing work streams.

• Outstanding verbal and written communication skills along with the ability to connect with and engage customers

Preferred Education and Experience:

• A bachelors degree is preferred but not a deal breaker if you dont have one.

• Previous Saas industry experience

• Experience having strategic conversations with operational and executive leaders

• Comfortable working with multiple levels of organizations (CEO to the Individual Contributor)

• Proven track record of exceeding performance goals

• History of conducting strategy-based conversations that drive meaningful valuable product usage

• Experience with using and configuring CRM tools and Customer Success Platforms (CSP) like ChurnZero Catalyst or Planhat.

• Project management experience and experience managing multiple work streams.

• Proven ability to create data analytics through platforms like Excel PowerBI Tableau etc.

• Experience in the GIS and/or Mobile Forms for the horizontal construction industries is a huge plus

• Experience with using Fulcrum is a HUGE plus

• If you dont have some or any of these experiences but you love invite you to still apply!

Qualities were looking for

• You get things done. Youre an expert at identifying the next action communicating your intent and executing. A results-driven mentality is critical.

• Youre built for remote work. Were a 100% remote company. You need to be a self-starter who communicates with clarity and purpose with the discipline to drive your own work forward.

• You think like an owner. We dont micromanage. Every role comes with freedom to act and accountability to deliver.

• You keep things human. You enjoy collaborating sharing ideas and keeping things fun along the way. A good sense of humor helps us stay connected even when working far apart.