Account Manager

Who you are

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

What the job is

You’ll own a portfolio os Fulcrum customers after implementation, with responsibility for retaining and growing the relationship over time. Doing that well requires much more than managing renewals and running business reviews. You’ll need to understand how your customers actually operate - their people, processes, constraints, politics, and economics - well enough to identify problems and opportunities that may not recognize themselves.
Fulcrum is increasingly giving customer-facing teams the ability to solve problems that historically required Product, Engineering, or technical specialists. We expect our Account Managers to embrace that. You won’t need to be an engineer, but you should be excited to use AI, data, and new tools to investigate problems, prototype solutions, and make yourself increasingly capable.
You’ll:
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

Who you’ll work with

• Customers ranging from day-to-day users and operational leaders to owners and executives
• Launch Managers who onboard customers and transition them into an ongoing partnership
• Product Managers & Engineers to learn, collaborate on difficult problems, and turn recurring customer needs into better products without treating them as the default owners of your customer’s problems
• Marketing to surface customer stories, advocacy, referrals, and opportunities to amplify customer success
• Account Executives who bring new customers into Fulcrum and help establish the foundation for the relationship

Why this role is different

Account management at Fulcrum isn’t about checking in once a quarter, running a QBR, and routing customer requests to other teams.
Our customers are manufacturers. Their businesses are complicated, their problems don’t always fit neatly inside software, and the person describing a problem often doesn’t know its root cause. To be great here, you’ll need to become genuinely curious about how shops operate, how people make decisions, and why a process that looks simple from the outside behaves differently on a shop floor.
You’ll also have capabilities that Account Managers historically haven’t had. AI is making it possible for non-engineers to analyze data, automate workflows, prototype software, and solve increasingly technical customer problems themselves. We want people who are excited by that—not people waiting for someone else to hand them a playbook.
Sometimes you’ll uncover a problem and turn it into a meaningful expansion. Sometimes you’ll get deep into a workflow because a customer is struggling. Sometimes you’ll teach yourself a new tool, work with data, or prototype something because that’s the fastest way to figure out what’s happening. And sometimes you’ll need to tell a customer—or us—that we’re wrong.
The job sits intentionally between two competing responsibilities: protect the trust we’ve earned with our customers and use that trust to grow the relationship. Great AMs here don’t maximize one at the expense of the other.
If you like clearly defined swim lanes, mature processes, and handing technical problems to specialists, this probably won’t be a great fit. If you like understanding complicated businesses, figuring things out yourself, building relationships, solving unfamiliar problems, and turning that work into commercial outcomes, it probably will.

Salary range & benefits

• $90,000 – $120,000 USD/year + OTE + equity
• 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
 

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.