Head of Customer Success
About The Position
As the Head of Customer Success at Fulcrum, you will build and lead the team that turns product potential into undeniable customer outcomes. You’ll own the customer journey end-to-end across a complex, highly strategic book of business — from flagship enterprises to scaled accounts — and design the CS org that supports them. You will set the operating model, hire and develop a high-performing team, run the renewal and expansion engine, and make value unmistakable through granular, workflow-level adoption instrumentation. This is a ground-floor opportunity to architect how an entire industry experiences AI-powered software.
Requirements
- Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
- Renewal rate and renewal forecasting accuracy
- Expansion pipeline influenced and closed
- Time-to-value, onboarding duration, and adoption/usage depth
- Customer health, NPS/CSAT (where relevant), and referenceability
Responsibilities
- Design and own the customer success strategy for our vertical AI product. Define segmenting, coverage, and service levels that flex with customer complexity (ARR, integrations, multi-entity rollouts, compliance, workflow breadth) while remaining efficient and scalable. Translate that strategy into clear processes, playbooks, and rituals.
- Build and scale a high-caliber CS org. Hire, coach, and develop CSMs and implementation leads (and managers as you grow). Define roles and career paths, set performance standards, and create capacity models that keep the team sustainable while the business scales. Champion a culture of ownership, curiosity, and operational excellence.
- Own GRR and be accountable for renewals across the book. Build a rigorous renewal motion with forecasting, risk identification, and proactive saves. Partner with RevOps and Sales on renewal discipline, deal hygiene, and clear accountability.
- Co-own NRR with Sales. Stand up CS-led expansion plays tied to adoption, outcomes, and executive value narratives. Run structured account planning, identify whitespace, and help customers expand across lines of business, teams, and workflows.
- Define what “good” looks like by persona and workflow. Set activation, depth, and breadth targets, and build dashboards that make adoption and business impact visible. Implement trigger-based interventions (alerts, playbooks, outreach) across the lifecycle to move customers from first value → power usage → embedded, must-have workflows.
- Standardize complex implementations into repeatable, high-quality playbooks. Orchestrate security and procurement, data readiness, integrations, user provisioning, training, and change management. Ensure that large, multi-team rollouts land smoothly with clear ownership, milestones, and risks.
- Own the definition of customer health across product, usage, outcomes, and relationship. Build health scoring that actually predicts risk and opportunity. Lead exec-level escalations, reset plans, and QBRs / EBRs. Turn successful customers into references, case studies, and design partners.
Benefits
- Competitive salary ($200k-$240k) + meaningful equity.
- Full health, dental & vision.
- High-ownership, high-trust culture with lightning-fast executors.
- Regular team off-sites, dinners, and an office stocked for builders.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
