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Customer Success Manager

Our mission is clear and staggeringly important: we're building the manufacturing operating system of the future from the ground up, one that’s engineered to create network effects as we grow. A beautiful, sophisticated quantum leap forward for the most important core industry in the world.  


Manufacturing is important. It’s the fundamental industry on which everything else is built. We take it for granted. In 1989, 35% of the entire software industry was manufacturing systems. What was the first massive burst in productivity from technology has stagnated into diminishing returns and increasing complexity. We can only continue to add complexity for so much longer until the whole system collapses. 


"Any intelligent fool can make things bigger and more complex. It takes a touch of genius and a lot of courage to move in the opposite direction." - Albert Einstein


Who you are
  • Problem-sovler
  • Passionate For Helping People
  • Optimistic
  • Organized
  • Highly Attentive to Detail
  • Above Average Grit
  • Curious and Ambitious
  • Flexible
  • Mission Oriented
  • Quick Learner
  • Strong Communicator
  • Collaborator


What the job is
  • Manage and respond to customer support tickets
  • Learn about customers, their business, and Fulcrum
  • Triage, troubleshoot, and resolve technical issues
  • Escalate complex cases to engineers or other team members
  • Identify trends and patterns to help improve our product and processes
  • Stay up to date on our product and help customers get the most out of every feature
  • Deliver timely, effective solutions while balancing customer needs with business goals
  • Be able to spot common issues and contribute to improving our experience for our customers
  • Check your ego at the door and always do what’s right for our customers


Who you'll work with
  • Customers: Building & managing strong relationships
  • Launch & Account Managers: Help with smooth transitions and long-term satisfaction
  • Engineers: Working together to understand technical issues and solve them efficiently
  • Product Managers: Staying in the loop on roadmap updates and providing feedback from the front lines


Salary range & benefits
  • $90,000 - $110,000 USD/year + equity
  • 401(k) matching after 90 days. Immediate vesting
  • Health, dental, and vision benefits
  • Wellbeing benefits and perks
  • Unlimited vacation policy with minimum required vacation days
  • Cell phone & internet plan coverage


$90,000 - $110,000 a year

The market tells us we’re on the right track: +50% year over year growth but we know to not rest on our laurels and that there's a lot of stuff to build and a huge amount of work to be done. We're looking for people who can stand alongside us and work hard to make our dreams become reality in the fastest, smoothest, and best way possible.


If you're someone who is obsessed with making amazing things, being the best, and wanting your work to contribute to something excellent, please reach out.

Average salary estimate

$100000 / YEARLY (est.)
min
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$90000K
$110000K

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What You Should Know About Customer Success Manager, Fulcrum

As a Customer Success Manager at Fulcrum, you will play a pivotal role in our mission to redefine the future of manufacturing through our innovative operating system. Your day-to-day will beautifully blend proactive customer engagement with reactive support management, ensuring every client feels valued and heard. Whether you’re working remotely or in the office, your focus will be on problem-solving and cultivating strong relationships with our customers, helping them navigate their journeys with our product. You'll manage support tickets, troubleshoot issues, and escalate complex cases when necessary, all while keeping a keen eye on trends that can enhance our services. Your passion for helping people and your can-do attitude will be essential as you help customers unlock the full potential of our features. You'll collaborate with diverse teams, from engineers to product managers, to streamline customer experiences, and your organizational skills will ensure you balance customer needs with our business goals. This isn’t just a job; it’s an opportunity to make a real impact in an industry that’s foundational to the global economy. If you're curious, ambitious, and eager to contribute to something extraordinary, we encourage you to join us on this exciting journey at Fulcrum.

Frequently Asked Questions (FAQs) for Customer Success Manager Role at Fulcrum
What are the responsibilities of a Customer Success Manager at Fulcrum?

As a Customer Success Manager at Fulcrum, your primary responsibilities include managing and responding to customer support tickets, triaging technical issues, and escalating complex cases. You'll also be expected to learn about customers and their businesses, identify trends to improve our product, and deliver effective solutions while balancing customer satisfaction with company goals.

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What qualifications do I need to become a Customer Success Manager at Fulcrum?

To be a successful Customer Success Manager at Fulcrum, candidates should possess strong communication skills, a passion for helping customers, and the ability to work collaboratively with different teams. Other important qualifications include being detail-oriented, optimistic, a quick learner, and having the grit to persist through challenges.

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How can I excel as a Customer Success Manager at Fulcrum?

Excelling as a Customer Success Manager at Fulcrum involves being proactive in understanding customer needs, delivering timely solutions, and contributing to product improvements. Cultivating strong relationships with clients and effectively collaborating with internal teams will also be key to your success.

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What is the salary range for a Customer Success Manager at Fulcrum?

The salary range for a Customer Success Manager at Fulcrum is between $90,000 to $110,000 USD per year, along with equity options, comprehensive health benefits, a 401(k) match, and other perks designed to support your wellbeing.

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What kind of company culture can I expect as a Customer Success Manager at Fulcrum?

At Fulcrum, the company culture emphasizes collaboration, innovation, and a strong mission orientation. As a Customer Success Manager, you will work in a supportive environment that values input from every team member while fostering personal and professional growth.

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Common Interview Questions for Customer Success Manager
How do you prioritize customer support tickets as a Customer Success Manager?

Prioritizing customer support tickets involves assessing the urgency and impact of issues reported. I typically categorize tickets based on the severity of the problem, the impact on the customer, and urgency for resolution, ensuring that critical issues are addressed swiftly while keeping other customers informed.

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Can you describe a time when you turned a dissatisfied customer into a satisfied one?

Certainly! I focus on understanding the customer’s concerns thoroughly and empathizing with their situation. By actively listening and offering tailored solutions, I’ve successfully resolved issues that led to enhanced relationships, demonstrating our commitment to customer satisfaction.

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How would you handle a complex technical issue that you're not equipped to solve?

In such cases, I would communicate transparently with the customer, assuring them that we are working on the issue. I would escalate the matter to the relevant technical experts while keeping the customer informed of progress, ensuring they feel supported throughout the process.

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What strategies do you use to learn about customer needs?

I utilize a combination of direct conversations, surveys, and analysis of support tickets. These methods help me gain insights into customer pain points and desires, allowing me to tailor our support and resources effectively.

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How do you balance customer needs with business goals?

Balancing customer needs with business goals requires a clear understanding of both sides. I regularly communicate with my team to ensure that while we strive to exceed customer expectations, we are also aligning our actions with the company's strategic objectives.

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Tell me about a time when you identified a trend that improved the customer experience.

I once noticed an increase in inquiries regarding a specific feature which we realized needed a more comprehensive onboarding process. By bolstering our educational resources and proactively reaching out to customers, we significantly reduced misunderstanding and improved overall satisfaction.

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What is your communication style when working with cross-functional teams?

I prefer an open and collaborative communication style, ensuring that everyone is on the same page. I foster a culture of feedback and value input from different function experts to drive better outcomes for customer success.

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How do you handle high-pressure situations in customer success?

In high-pressure situations, I stay focused and prioritize clarity in communication. By remaining calm, I can effectively address customer concerns, delegate tasks as necessary, and work towards rapid resolution while maintaining a great customer experience.

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What motivates you to succeed in customer success?

My primary motivation in customer success comes from the joy of helping others and making a tangible impact. Seeing customers thrive with our solutions drives me to continuously improve my skills and the overall service.

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Why do you want to work at Fulcrum as a Customer Success Manager?

I am drawn to Fulcrum’s innovative approach to transforming the manufacturing industry. Joining a mission-oriented company that prioritizes customer satisfaction and collaborative problem-solving aligns perfectly with my passion for making a difference in the tech landscape.

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Fulcrum's vision is to reduce the time, cost, and risk associated with data collection, workflow automation, and analytics by transforming the way our customers perform mobile business processes. Our SaaS platform allows non-developers to rapidly ...

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Full-time, remote
DATE POSTED
April 15, 2025

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