Customer Success Manager

What You’ll Do

• CSMs have between 250-350 accounts.
• 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.

Technologies You’ll Use

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

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