Senior Account Manager

Position Title:
Senior Support Account Manager

From Fivetran 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.

Fivetran is seeking an experienced, customer-centric Senior Support Account Manager (SAM) to provide white‑glove, high‑touch support to our most strategic Premium customers. In this role, you will serve as the primary support advocate and trusted advisor, ensuring these customers achieve maximum value from Fivetran while receiving exceptional responsiveness, proactive insights, and seamless engagement across Support, Engineering, Product, and Customer Success.

This senior role blends deep technical understanding with strong relationship management, business acumen, and operational excellence. You will own the end‑to‑end support experience for Premium accounts: managing cases, escalations, proactive health reviews, data‑driven insights, and executive‑level communication. You will also help shape and mature Fivetran’s Premium Support program through process improvements, customer advocacy, and strategic partnership with cross‑functional teams.

You should bring strong judgment under pressure, exceptional communication skills, and the ability to collaborate across multiple teams. Your commitment to follow‑through, accuracy, and customer satisfaction will be central to successful contract renewals and long‑term customer success. You will play a critical role in customer health, satisfaction, and renewal outcomes. This position requires technical aptitude, strong ownership, and the ability to operate confidently in complex customer environments.

This is a full‑time position based remotely in the East Coast time zone of the United States.

• Zendesk
• Support Logic
• Jira
• Looker
• Backstage
• AWS, GCP, SQL, New Relic, Docker, Circle
  
  CI, DBeaver, Java What You’ll Do

• Serve as the primary support liaison for Premium customers, building strong, long‑term relationships.
• Develop a deep understanding of each customer’s environment, challenges, and data usage patterns.
• Anticipate customer needs and proactively recommend solutions, improvements, or best practices.
• Advocate for customer interests within Support, Product, Engineering, and Customer Success.

• Deliver a high‑touch, white‑glove experience, ensuring SLA adherence, rapid follow‑ups, and consistent communication.
• Oversee all support engagements, including case management, escalations, incidents, and proactive reviews.
• Ensure support insights flow into product/engineering roadmaps and prioritization discussions.

• Lead customer operational and health reviews, using data to guide discussions on performance, incidents, and platform usage.
• Translate business goals into tactical plans, ensuring alignment with the customer’s strategic direction.
• Identify systemic issues and drive continuous improvement across Support processes and customer experience.
• Manage deliverables, reporting, and communication during upgrades, migrations, or environment changes.

• Partner with Sales to support renewal readiness through strong relationship management and customer satisfaction.
• Mentor junior SAMs or support team members on best practices and handling complex customer scenarios.
• Present Support or Global Account Management insights at internal or external events as needed.

• Manage your time effectively across multiple demanding accounts.
• Be willing to work outside standard business hours (evenings/weekends) during critical issues or escalations.
• Adapt quickly in a dynamic environment to meet evolving customer and business needs.

• 5+ years in Support Account Management, Technical Account Management, Enterprise Support, Escalation Management, or a similar senior‑level role.
• Strong technical expertise in…