Senior Customer Onboarding Manager

Fivetran • Denver, CO

1d • Hybrid

About The Position

Fivetran is building data pipelines to power the modern data stack for thousands of companies.
As a Senior Customer Onboarding Manager at Fivetran, you will play a pivotal role in our customers' initial success by guiding them through a structured onboarding program. Your expertise will ensure new customers achieve their initial milestones with Fivetran’s platform, setting the stage for long-term success. You’ll partner closely with Solution Architects and other internal stakeholders to build a seamless onboarding experience, accelerating customers to their committed spending.
This is a full-time, hybrid position based out of our Oakland, CA or Denver, CO 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.

Requirements

• Project Management: Strong organizational and project management skills, with experience managing timelines, tasks, and multiple stakeholders.
• Technical Aptitude: Ability to understand and explain technical concepts, especially around data connectors and integration tools.
• Customer Success Focus: A proven track record of delivering exceptional customer experiences and driving measurable onboarding outcomes.
• Stakeholder Management: Skilled in coordinating cross-functional teams and managing relationships with internal and external stakeholders.
• Problem-Solving Skills: Proactive approach to identifying and resolving issues, with the ability to escalate efficiently when necessary.

Nice To Haves

• Data Integration Experience: Experience with data integration or ETL tools, ideally with Fivetran or similar platforms.
• Upsell Strategy Knowledge: Familiarity with license or service upsell processes in a SaaS context.
• Process Improvement: Experience identifying and implementing improvements in onboarding processes.

Responsibilities

• Execute a prescribed onboarding program for each new customer.
• Provide best practices sessions in partnership with technical resources, ensuring customers have the support needed to reach success criteria within the onboarding period.
• Manage escalations efficiently, collaborating with the Account Owner, Support, Engineering, and Product teams when necessary to resolve issues promptly.
• Leverage implementation plans and technical deep dive decks to guide customers through the onboarding process, coordinating both internal and external stakeholders as needed.
• Own the creation, tracking, and updating of project documentation, such as Mutual Action Plans (MAPs)/Implementation plans and presentations, to provide a clear roadmap for onboarding and ongoing customer engagement.
• Track, manage, and update expansion opportunities to generate quantifiable metrics demonstrating successful implementations and onboarding progress.
• Complete the onboarding process by following a structured offboarding wrap-up at the end of the onboarding period.
• Establish close communication with Account Owners (AEs/CSMs), ensuring any escalations at the account level are addressed.
• Identify upsell opportunities for licenses and services, engaging relevant internal stakeholders to facilitate these upsell processes where appropriate.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed