Customer Success Manager

Fivetran • Oakland, CA

6d • Hybrid

About The Position

Fivetran is building data pipelines to power the modern data stack for thousands of companies. To support our growth, our Customer Success team has a mission to retain, expand, and delight our customers. We’re looking for a Customer Success Manager to join our team and own retention and expansion of customers. The key component of success for this role is to increase each customer's usage of Fivetran while maintaining customer happiness, referenceability, and retention. This role could be a great fit if you have experience in customer success, account management or sales for software. This is a full-time, hybrid position based out of our Denver, CO or Oakland, CA offices. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week to connect and build as a team. Technologies You’ll Use Catalyst, Outreach, Salesforce, Slack, Looker, Sigma

Requirements

• Experience in a SaaS quota-carrying sales or customer success role.
• Being customer-centric - building relationships, understanding customer needs, and how we are delivering value.
• Track record of hitting or exceeding your goals and MBOs.
• 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.

Nice To Haves

• Experience in analytics/data tools is a plus!

Responsibilities

• 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 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees