Senior Account Manager

About the Role

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. 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 full‑time, remote position is based in the East Coast time zone of the United States.

• Lead Premium customer operational and health reviews, using data to guide discussions on performance, incidents, and platform usage.
• Own the end‑to‑end support experience for Premium accounts — managing cases, escalations, proactive health reviews, data‑driven insights, and executive‑level communication.
• Advocate for customer interests within Support, Product, Engineering, and Customer Success; ensure support insights flow into product/engineering roadmaps.
• Collaborate 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.
• Manage deliverables, reporting, and communication during upgrades, migrations, or environment changes.
• Partner with cross‑functional teams to shape and mature Fivetran’s Premium Support program through process improvements and strategic partnership.

• 5+ years of support account management, technical account management, enterprise support, escalation management, or a similar senior‑level role.
• Strong technical expertise in SaaS, cloud platforms (AWS, GCP, Azure), data integration, or infrastructure environments.
• Exceptional communication and presentation skills, including executive‑level communication.
• High emotional intelligence (EQ), empathy, and relationship‑building capability.
• Proven ability to navigate complex customer environments and manage high‑severity issues.
• Strong analytical and data‑driven decision‑making skills.
• Demonstrated ability to influence cross‑functional teams and drive customer‑impactful improvements.
• Excellent organizational skills with the ability to manage multiple priorities.
• Ability to adapt quickly, stay calm under pressure, and take ownership of outcomes.

• Experience with Zendesk, Support Logic, or Jira.
• Experience presenting in QBRs or executive customer forums.
• Familiarity with data integration workflows or enterprise data systems.
• Collaboration and proactive mindset aligned with One Team, One Dream culture.

• Zendesk
• Support Logic
• Jira
• Looker
• Backstage
• AWS, GCP, SQL, New Relic, Docker, Circle
  
  CI, DBeaver

$116,000 – $145,000 USD

• 100% employer‑paid medical insurance
• Generous paid time‑off policy (PTO), 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 offering personalized care and resources for therapy, coaching, and mindfulness exercises for all covered employees and their dependents

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

We are committed to ensuring that all candidates have an equal opportunity to participate in our interview process. If you require accommodations at any stage of the process due to a disability, medical condition, or any other circumstance, please don’t hesitate to submit your request by filling out this form. We will work with you to provide reasonable accommodations to facilitate your participation and ensure a fair and accessible interview experience.

Your request and any information provided will be kept confidential and will not impact your candidacy. We look forward to hearing from you and accommodating your needs to the best of our ability.