Senior Support Account Manager

Fivetran • Fair Oaks, VA

3h • Remote

About The Position

Fivetran is seeking an experienced, customer-centric Senior Support Account Manager (SAM) to provide white-glove, high-touch support to our most strategic Premium customers. In this role, you will serve as the primary support advocate and trusted advisor, ensuring these customers achieve maximum value from Fivetran while receiving exceptional responsiveness, proactive insights, and seamless engagement across Support, Engineering, Product, and Customer Success. This senior role blends deep technical understanding with strong relationship management, business acumen, and operational excellence. You will own the end-to-end support experience for Premium accounts—managing cases, escalations, proactive health reviews, data-driven insights, and executive-level communication. You will also help shape and mature Fivetran’s Premium Support program through process improvements, customer advocacy, and strategic partnership with cross-functional teams. You should bring strong judgment under pressure, exceptional communication skills, and the ability to collaborate across multiple teams. Your commitment to follow-through, accuracy, and customer satisfaction will be central to successful contract renewals and long-term customer success.You will play a critical role in customer health, satisfaction, and renewal outcomes. This position requires technical aptitude, strong ownership, and the ability to operate confidently in complex customer environments. This is a full-time position based remotely in the East Coast time zone of the United States.

Requirements

• 5+ years in Support Account Management, Technical Account Management, Enterprise Support, Escalation Management, or a similar senior-level role.
• Strong technical expertise in SaaS, cloud platforms (AWS, GCP, Azure), data integration, or infrastructure environments.
• Exceptional communication and presentation skills, including executive-level communication.
• High emotional intelligence (EQ), empathy, and relationship-building capability.
• Proven ability to navigate complex customer environments and manage high-severity issues.
• Strong analytical and data-driven decision-making skills.
• Demonstrated ability to influence cross-functional teams and drive customer-impactful improvements.
• Excellent organizational skills with the ability to manage multiple priorities.
• Ability to adapt quickly, stay calm under pressure, and take ownership of outcomes

Nice To Haves

• Experience with Zendesk, SupportLogic, or Jira.
• Experience presenting in QBRs or executive customer forums.
• Familiarity with data integration workflows or enterprise data systems.
• A collaborative, proactive #1Team1Dream mindset.

Responsibilities

• Serve as the primary support liaison for Premium customers, building strong, long-term relationships.
• Develop a deep understanding of each customer’s environment, challenges, and data usage patterns.
• Anticipate customer needs and proactively recommend solutions, improvements, or best practices.
• Advocate for customer interests within Support, Product, Engineering, and Customer Success.
• Deliver a high-touch, white-glove experience, ensuring SLA adherence, rapid follow-ups, and consistent communication.
• Oversee all support engagements, including case management, escalations, incidents, and proactive reviews.
• Ensure support insights flow into product/engineering roadmaps and prioritization discussions.
• Lead customer operational and health reviews, using data to guide discussions on performance, incidents, and platform usage.
• Translate business goals into tactical plans, ensuring alignment with the customer’s strategic direction.
• Identify systemic issues and drive continuous improvement across Support processes and customer experience.
• Manage deliverables, reporting, and communication during upgrades, migrations, or environment changes.
• Partner with Sales to support renewal readiness through strong relationship management and customer satisfaction.
• Mentor junior SAMs or support team members on best practices and handling complex customer scenarios.
• Present Support or Global Account Management insights at internal or external events as needed.
• Manage your time effectively across multiple demanding accounts.
• Be willing to work outside standard business hours (evenings/weekends) during critical issues or escalations.
• Adapt quickly in a dynamic environment to meet evolving customer and business needs.

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: Mid Level
• Education Level: No Education Listed