What are the responsibilities and job description for the Founding Team Member -Customer Success & Operations position at 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
Our values
Benefits
