Senior Technical Customer Success Manager
About DevSavant
At DevSavant, we are a trusted technology partner specializing in Software Development, Data Engineering, AI/Machine Learning, Cloud Solutions, Automation Testing, and UI/UX Design. We deliver innovative, high-quality solutions with a focus on excellence and results. Our people are at the heart of everything we do, fostering a culture of growth and well-being. Join us and thrive in a supportive, success-driven environment.
About the role
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.
Key Responsibilities
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.
Required Experience and Skills
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).