Senior Customer Onboarding Manager

Fivetran•Denver, CO

4d•Hybrid

About The Position

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. About the Role 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. Technologies You'll Use Salesforce, Rocketlane, Catalyst, Zendesk, Looker,

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.

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