Job Details

About Fulcrum

Fulcrum is re-wiring the insurance-brokerage industry with AI agents that let brokerages grow revenue without adding headcount. Our platform already saves customers thousands of hours and millions of dollars every year.

Why Fulcrum

• Rocket-ship growth. We've grown 5× in the last six months—and accelerating.
• 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, DoorDash, 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.

Responsibilities

You'll be the go-to face of Fulcrum for our mid-market customers, owning their post-sale experience from onboarding through ongoing success. You'll balance hands-on support with scalable processes that reduce engineering interruptions and set us up for long-term growth.

• Lead Onboarding for New Customers
  • Own the entire implementation cycle—from kickoff to go-live—by configuring workflows and delivering interactive training sessions that ensure each user reaches first value quickly.
• Keep Customers Informed
  • Draft and schedule a sequence of onboarding emails, release-note updates, and best-practice tips so that customers always understand new features and recommended next steps.
• Track Customer Usage
  • Monitor adoption dashboards daily, segment accounts by engagement tier, and deploy targeted campaigns or one-to-one outreach to expand usage and prevent churn.
• Own Support Operations
  • Triage incoming questions across email, Slack, and Intercom; resolve what you can directly, and log clear, reproducible tickets for Engineering when escalation is required.
• Be the First Responder
  • Act as the customer's primary point of contact for usability hurdles and common “how do I…?” inquiries, providing quick guidance or short Loom videos that unblock users in minutes.
• Create Scalable Resources
  • Build and maintain self-serve assets—help-center articles, quick-start guides, and recorded walkthroughs—tailoring content to account-specific workflows when needed.
• Drive Engagement
  • Host periodic enablement events such as monthly “Fulcrum Tips & Tricks” webinars, new-feature walkthroughs, and ad-hoc deep dives for power users and admins.
• Perform Quality Assurance
  • Conduct light QA and accuracy checks on hotfixes and new features before they reach production, ensuring changes meet customer expectations and existing workflows remain stable.

About You

• 2–4 years in a customer-facing role within SaaS or tech-enabled services; experience with insurance, fintech, or data platforms is a plus.
• Proven track record of increasing product adoption or renewal rates through proactive outreach and data-backed interventions.
• Excellent written and verbal communication; comfortable leading trainings and presenting insights to senistakeholders.
• Competent with analytics tools (Amplitude, Metabase, or similar) and able to translate raw usage data into actionable recommendations.
• Highly organized, detail-oriented, and able to juggle multiple customer projects in a fast-moving startup environment.
• Low-ego, “roll-up-your-sleeves” mentality—willing to handle everything from answering support tickets to drafting process docs.
• Enthusiasm for AI-driven workflows and an eagerness to learn the nuances of commercial insurance operations.

What we offer

• Competitive salary ($90k-$120k) + equity on founder-friendly terms.
• Full health, dental & vision.
• High-ownership, high-trust culture with lightning-fast executors.
• Regular team off-sites, dinners, and an office stocked for builders.

Ready to apply?

Req ID: R13