Cerebras
Customer Success Manager - Founding Team
Cerebras, San Francisco, California, United States, 94199
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
#J-18808-Ljbffr
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
#J-18808-Ljbffr