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).