Job Description

About Fulcrum

Fulcrum is a revolutionary seed-stage company transforming the $1T+ insurance vertical through cutting-edge AI Agents that empower brokerages to dramatically boost revenue without expanding headcount.

As part of our exceptional founding team, you'll help disrupt the insurance brokerage market by delivering intuitive AI automation to diverse customers, including some of the world's largest brokerages—already generating millions in revenue.

We are seeking individuals to join our founding team who embody drive, possess an entrepreneurial mindset, and share our enthusiasm for shaping the future of enterprise operations.

Why work at Fulcrum?

• We are solving a hard technology problem with an enormous market and impact opportunity on the other side.
• We’ve grown 500% just in the past 6 months, and we’re only getting started.
• We are a small team of staff-level builders and intend to keep it this way. We hail from companies like Affirm, Uber, Glean, McKinsey, and DoorDash.
• We work in person out of our office in San Francisco.
• We offer top of market compensation on base and 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 elevation 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 senior stakeholders.
• 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 start-up 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.

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