Customer Success Manager

Customer Success Manager

From Fivetran's founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses, canonical and ready to query, with no engineering or maintenance required. We're proud that more organizations continue to leverage our technology every day to become truly data-driven.

About the Role

Fivetran is building data pipelines to power the modern data stack for thousands of companies. To support our growth, our Customer Success team has a mission to retain, expand, and delight our customers. We're looking for a Customer Success Manager to join our team and own retention and expansion of customers. The key component of success for this role is to increase each customer's usage of Fivetran while maintaining customer happiness, referenceability, and retention. This role could be a great fit if you have experience in customer success, account management or sales for software. This is a full-time, hybrid position based out of our Denver, CO office.

Technologies You'll Use: Catalyst, Outreach, Salesforce, Slack, Looker, Sigma, Google Workspace

What You'll Do

• Own net retention of your book of business by retaining and expanding customers.
• Holding calls with customers to promote adding connectors, engage on churn risk, and evangelize plan upgrades.
• Driving scaled campaigns (webinars, campaigns, offerings, etc) to generate more usage and overall retention.
• Managing a PQL flow to grow and protect usage (e.g. new connectors and saving existing connectors).
• Identify and drive increased usage of Fivetran to help our customers realize positive business outcomes from our modern data solution.
• Strategize with Account Managers and Sales Engineers to uncover additional use cases for expansion.
• Work cross-functionally with support, solution architects, marketing, product and other teams to drive a positive customer experience, while establishing deep and meaningful relationships with our users.
• Be the customer advocate, and provide feedback internally to product, support and other teams that can help grow Fivetran's value to customers.
• Develop customer relationships with the goal of creating customer advocates.

Skills We're Looking For

• Experience in a SaaS quota-carrying account management or customer success role.
• Experience in analytics/data and AI tools is a plus!
• Being customer-centric - building relationships, understanding customer needs, and how we are delivering value.
• Track record of hitting or exceeding your goals and quota.
• The right balance of self-confidence and humility to lead as an individual contributor.
• Collaborative and providing constructive feedback to the right teams, so that we can continue to learn and grow.
• Ability to manage multiple projects and tasks, while staying organized and efficient
• Experience with Salesforce is a must.

Perks and Benefits

• 100% employer-paid medical insurance
• Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
• RSU stock grants
• Professional development and training opportunities
• Company virtual happy hours, free food, and fun team-building activities
• Monthly cell phone stipend
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.

* May vary by country and worker type - please reach out to your recruiter for more information