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Senior Technical Customer Success Manager

DevSavant Inc.

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IT - Software Development

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Job Description:

We are seeking a Customer Success Manager (CSM) who will act as a trusted advisor to our customers, ensuring their long-term success, retention, and growth with Fulcrum. This role is ideal for a proactive, technically inclined customer success professional who thrives in fast-paced, evolving environments and enjoys combining strategic thinking with hands-on execution. This is not a reactive support role. Instead, the focus is on driving customer outcomes through structured success plans, onboarding, product adoption, and value realization. The CSM will independently manage a portfolio of customers, build strong relationships, and partner cross-functionally to maximize customer and company impact.

Job Responsibility:

  • Own and manage a portfolio of customers, ensuring long-term health, adoption, retention, and value realization
  • Build and execute customer success plans to support both new and existing customers throughout their lifecycle
  • Successfully onboard new customers, connecting their initial purchase motivations to real-world value as quickly as possible
  • Act as a trusted product advisor by deeply understanding customer business needs and mapping them to Fulcrum’s technical capabilities
  • Demonstrate the value of Fulcrum through targeted, outcome-driven solutions aligned to explicit and implicit customer goals
  • Monitor customer engagement and proactively reach out at key moments (onboarding, business reviews, expansion opportunities, risk signals)
  • Partner with Account Executives to drive customer growth through strategic, value-based conversations
  • Conduct Executive Business Reviews (EBRs) to align on goals, performance, and future opportunities
  • Maintain accurate and up-to-date customer and activity documentation within the system of record
  • Share structured customer feedback with cross-functional teams to improve product, processes, and customer experience
  • Maintain ongoing product education, staying current on new features, releases, and best practices
  • Build and audit Fulcrum apps of medium complexity, advising customers on best practices and improvements
  • Provide regular updates internally on customer health, risks, opportunities, and action plans

Requirements:

  • Experience managing a book of business as a Customer Success Manager, Technical CSM, or Technical Account Manager (TAM)
  • Experience with scripting languages, preferably JavaScript
  • Proven experience conducting customer-facing Executive Business Reviews
  • Strong consultative and solution-oriented mindset, comfortable working with both technical and non-technical stakeholders
  • Solid technical aptitude, with the ability to understand, configure, and advise on Fulcrum’s platform capabilities
  • Ability to partner closely with sales teams on shared accounts and joint action plans
  • Exceptional organizational skills with the ability to prioritize and manage multiple concurrent work streams
  • Strong interpersonal skills and the ability to build relationships across all levels of an organization
  • Outstanding written and verbal English communication skills
  • Self-starter with a positive attitude, comfortable navigating change and ambiguity in a high-performance environment

Nice to have:

  • Bachelor’s degree (preferred but not required)
  • Previous experience in the SaaS industry
  • Experience engaging in strategic conversations with operational and executive leaders
  • Comfort working with stakeholders ranging from CEOs to individual contributors
  • Proven track record of exceeding performance goals
  • Experience driving strategy-based conversations that lead to meaningful product adoption
  • Hands-on experience with CRM tools and Customer Success Platforms (e.g., ChurnZero, Catalyst, Planhat)
  • Project management experience and managing multiple parallel initiatives
  • Experience creating and analyzing data using tools such as Excel, Power BI, or Tableau
  • Experience in GIS and/or mobile forms for horizontal construction industries
  • Prior experience using Fulcrum (strong plus)

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
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