Note: The job is a remote job and is open to candidates in USA. Fulcrum is building a manufacturing operating system designed to modernize and simplify manufacturing operations. The Account Manager will own post-implementation customer relationships, retaining and expanding accounts by understanding customer operations, solving complex problems, managing renewals, and creating commercial outcomes.
Responsibilities
- Develop a deep understanding of how each customer’s business actually operates, from executive priorities to the workflows of people on the shop floor
- Ask probing questions, investigate problems, and distinguish symptoms from root causes
- Build relationships and navigate politics across complex customer organizations rather than relying on a single champion
- Identify risk early, communicate it internally, and take ownership of creating a path forward before revenue is threatened
- Create and close expansion opportunities by identifying valuable problems Fulcrum can solve—not simply responding to inbound interest
- Balance commercial aggressiveness with long-term trust; know when to push, when to challenge, and when selling more would be the wrong decision
- Use AI and other tools to analyze customer problems, work with data, prototype ideas, automate work, and solve things that might previously have required another team
- Learn new Fulcrum products deeply enough to confidently teach, demonstrate, troubleshoot, and sell
- Get hands-on when customers need help rather than reflexively routing problems to Product, Engineering, or Support
- Lead executive conversations and business reviews that turn operational details into clear business outcomes and decisions
- Re-engage struggling accounts and stay close to problems until momentum has been restored
- Manage renewals with no surprises—understand the health, politics, value, and likely commercial outcome of an account well before the renewal date
- Bring patterns from customers back into Fulcrum so Product, Engineering, Marketing, and GTM can make better decisions
- Operate effectively without a complete playbook and actively improve the way the AM team works
Skills
- We're less interested in whether you've followed a traditional Account Management career path than whether you've developed the capabilities this job requires
- Great candidates may come from Account Management, Customer Success, Solutions Consulting, Implementation, technical sales, or other customer-facing roles
- What matters is evidence that you can own sophisticated customer relationships, diagnose difficult problems, learn quickly, and create commercial outcomes
- **Deeply curious.** You don't take a customer's description of a problem at face value—you ask questions, dig into how their business actually works, and figure out what's really happening
- You enjoy learning how things work, whether that's a customer's manufacturing process, a new Fulcrum product, an integration, or a technical problem you've never seen before
- You actively use AI to make yourself more capable and productive, and you're excited by how quickly tools like Claude Code are expanding what non-engineers can build and solve
- You have the judgment and presence to navigate complex organizations, competing priorities, frustrated stakeholders, and senior executives
- You build high-trust relationships without becoming passive. You're comfortable challenging customers, asking uncomfortable questions, and selling when you believe it's genuinely in their best interest
- You create opportunities rather than waiting for customers to tell you what they want to buy
- You take ownership when things go wrong. You communicate problems early, create a plan, and stay close until they're resolved
- You like operating with high velocity and limited structure. Ambiguity makes you curious rather than uncomfortable
- You're industrious. You enjoy getting into the details, learning new things, experimenting, and doing work that might fall outside a traditional Account Manager's job description
- You're collaborative, but don't confuse collaboration with dependency. You know when to bring in an expert and when to become capable enough to handle something yourself
- This role is open to candidates located in the U.S. and authorized to work here. We're not able to offer visa sponsorship or consider international applicants at this time
Benefits
- 401(k) matching after 90 days — immediate vesting
- Health, dental, and vision benefits
- Wellbeing benefits and perks
- Unlimited vacation policy with required minimums
- Cell phone & internet plan coverage
- OTE
- Equity
Company Overview