Customer Success Manager

Overview

Fivetran is building data pipelines to power the modern data stack for thousands of companies. This is a full-time, hybrid position based out of the Denver, CO office. The Customer Success Manager will own retention and expansion of customers, with a focus on increasing each customer's usage of Fivetran while maintaining happiness, referenceability, and retention.

Catalyst, Outreach, Salesforce, Slack, Looker, Sigma, Google Workspace

• CSMs have between 250-350 accounts.
• Own net retention of your book of business by retaining and expanding customers.
• Hold calls with customers to promote adding connectors, engage on churn risk, and evangelize plan upgrades.
• Drive scaled campaigns (webinars, campaigns, offerings, etc.) to generate more usage and overall retention.
• Manage 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 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 to grow Fivetran’s value to customers.
• Develop customer relationships with the goal of creating customer advocates.

• Experience in a SaaS quota-carrying account management or customer success role.
• Experience in analytics/data and AI tools is a plus.
• Customer-centric mindset—building relationships, understanding customer needs, and how value is delivered.
• Track record of hitting or exceeding goals and quota.
• Balanced self-confidence and humility to lead as an individual contributor.
• Collaborative with the ability to provide constructive feedback to the right teams.
• Ability to manage multiple projects and tasks while staying organized and efficient.
• Experience with Salesforce is a must.

Denver Pay Range

$106,333—$ USD

• 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 team-building activities
• Monthly cell phone stipend
• Access to an innovative mental health support platform for covered employees and dependents