Senior Customer Success Manager, Strategic Accounts at Fivetran

| Colorado, CO
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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.

It’s an exciting time here at Fivetran. We have grown our revenue, customer base and team very substantially over the past several years. Weare rapidly growing our customer-facing teams through more segment-specific specialization.

At Fivetran, we want to enable our customers to make data backed decisions company wide by delivering ready to query data quickly and reliably into their cloud data warehouses. We work with companies from around the world to help them better understand their customers and products, and develop a truly data-driven culture.

To support our growth, we’re in the process of building out our Strategic Customer Success function with a mission to partner, retain, grow and delight our customers. 

We’re looking for a Strategic Senior Customer Success Manager to join our team and own growth and retention for some of our largest customers. This role could be a great fit if you have experience in customer success, account management or sales for enterprise software. Strategic CSMs will hold a small book, which has a mix of customers with high contract value, and those that have a propensity to become a Fivetran power user. Through smaller books, Strategic CSMs can spend more time with each customer and build a close partnership with the goal of revenue growth and customer advocacy. Regular customer interaction (weekly or bi-weekly), executive QBRs and alignment with multiple customer stakeholders are all a must to be successful in this role. 

As a Senior Customer Success Manager at Fivetran, the person in this role will:

  • Own customer renewals and overall retention of your book of business.
  • Identify and drive increased usage of Fivetran to constantly increase the value customers are getting. Collaborate with solution architects to drive increased value with current use cases, and uncover additional use cases.
  • 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.

Your Superpowers:

  • Analytical Skills: We are a data-driven company, just like our customers! It’s important to have the ability to process qualitative and quantitative data, and draw insightful conclusions from it.
  • Strategic Thinking: Able to see and communicate the big picture in an inspiring way. Determines opportunities and threats through comprehensive analysis of current and future trends. 
  • Communication. Speaks and writes clearly and articulates without being overly verbose. Maintains this standard in all forms of written communication, including email. 
  • Adaptability. Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change. 
  • Initiative: Seeing a problem to be solved and solving it or raising issues with proposed plans, methods or solutions.

What You Bring To The Team

  • Being customer centric - building relationships, understanding customer needs and how we are delivering value.
  • Experience in a SaaS quota-carrying sales or customer success role. Experience in analytics/data tools is a plus!
  • Track record of hitting or exceeding your goals and KPIs.
  • 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. 
  • Experience with Salesforce is a must.
Perks and Benefits:
  • 100% paid Medical, Dental, Vision and Basic Life Insurance. Benefits begin on your first day!
  • Option of Health Savings Account (HSA) or Flexible Savings Account (FSA)
  • Generous paid time off (PTO) plus paid sick time, holidays, parental leave, and volunteer days off
  • 401k match program
  • Eligible donation match program
  • Monthly cell phone stipend
  • Work-from-home equipment reimbursement for your home office setup!
  • Professional development and training opportunities
  • Company virtual happy hours and fun team building activities
  • Pet Insurance -- and yes, you can bring your well-behaved fur babies to work
  • Commuter benefits to help with transit and parking costs

We’re honored to be valued at over $5.6 billion, but more importantly, we’re proud of our core values of Get Stuck In, Do the Right Thing, and One Team, One Dream. To learn more about Fivetran’s culture and what it’s like to be part of the team, click here and enjoy our video.

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Technology we use

  • Engineering
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • PostgreSQLDatabases

An Insider's view of Fivetran

How would you describe the company’s work-life balance?

"Our work-life balance is less about "balance" and more about flowing seamlessly between the two. Everyone understands that to be our best in the workplace we have to embrace our true selves. That means a bike ride or yoga in the middle of the day is a priority so we can deliver great results for our customers, company, colleagues, and ourselves."

Mike Faber

Sales Leader Enablement Manager

How do you collaborate with other teams in the company?

" I collaborated with other departments on a weekly if not daily basis. Our core value of One Team One Dream ensures that everyone makes decisions that are in the best interest of the organization."

Andrew Sutherland

Business Development Manager

What are some things you learned at the company?

Fivetran is a true rocketship. I didn’t realize what an incredible company I was joining, so I feel lucky to be here every day. Everyone loves Fivetran whether they’re a customer or they’re an employee. We all strive toward a common goal of making Fivetran the best, and we’ve done a pretty amazing job at it.

Rachel Musiker

Account Executive

How has your career grown since starting at the company?

I just celebrated my one year anniversary with Fivetran! The accelerated growth has given me so many chances to learn new things and show off my skills! I’ve already been promoted twice and have more ambitious goals ahead!

Emily Chapman

Recruiting Team Lead

What are Fivetran Perks + Benefits

Fivetran Benefits Overview

100% paid Medical, Dental, Vision and Basic Life Insurance
25 days annual paid vacation, plus 13 paid holidays and generous sick time
401k match program
Pet Insurance -- and yes, you can bring your well-behaved fur babies to work
Commuter pre-tax benefits options to help with transit and parking costs
Professional development and training opportunities
Unlimited coffee, office snacks, and frequent catered lunches
Company happy hours and fun team building activities

Culture
Volunteer in local community
Fivetran encourages every employee to volunteer by giving them 2 days off each year to dedicate to a volunteer opportunity! How cool is that?!
Partners with Nonprofits
Fivetran partners with a number of nonprofits throughout the year via donation matching and other co-sponsored events.
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Diversity manifesto
Diversity Employee Resource Groups
In 2020, our team launched new Employee Resource Groups like: Women's Network, 7ERG (LGBTQIA), and BFN (Black at Fivetran)
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Fivetran host a Wellness Week every yea
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Customized development tracks

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