Customer Success Manager

<div class="content-intro"><p>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.</p></div><div>&nbsp;</div> <p><span style="font-size: 10pt;"><strong>About the Role</strong></span></p> <p><span style="font-size: 10pt;">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 office.</span></p> <p><span style="font-size: 10pt;"><strong>Technologies You’ll Use</strong></span></p> <p><span style="font-size: 10pt;">Catalyst, Outreach, Salesforce, Slack, Looker, Sigma, Google Workspace</span></p> <p><span style="font-size: 10pt;"><strong>What You’ll Do</strong></span></p> <ul> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">CSMs have between 250-350 accounts.</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Own net retention of your book of business by retaining and expanding customers.</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Holding calls with customers to promote adding connectors, engage on churn risk, and evangelize plan upgrades.</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Driving scaled campaigns (webinars, campaigns, offerings, etc) to generate more usage and overall retention.</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Managing a PQL flow to grow and protect usage (e.g. new connectors and saving existing connectors).</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Identify and drive increased usage of Fivetran to help our customers realize positive business outcomes from our modern data solution.</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Strategize with Account Managers and Sales Engineers to uncover additional use cases for expansion.</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">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.</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Be the customer advocate, and provide feedback internally to product, support and other teams that can help grow Fivetran’s value to customers.</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Develop customer relationships with the goal of creating customer advocates.</span></p> </li> </ul> <p><span style="font-size: 10pt;"><strong>Skills We’re Looking For</strong></span></p> <ul> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Experience in a SaaS quota-carrying account management or customer success role.</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Experience in analytics/data and AI tools is a plus!</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Being customer-centric - building relationships, understanding customer needs, and how we are delivering value.</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Track record of hitting or exceeding your goals and quota.</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">The right balance of self-confidence and humility to lead as an individual contributor.</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Collaborative and providing constructive feedback to the right teams, so that we can continue to learn and grow.</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Ability to manage multiple projects and tasks, while staying organized and efficient</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Experience with Salesforce is a must.</span></p> </li> </ul> <p><span style="font-size: 10pt;">#LI-Hybrid <span data-sheets-root="1">#LI-LW1</span></span></p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>The compensation range displayed on this job posting reflects the minimum and maximum target for new hire compensation for the target position and level, and may include sales incentives or target bonuses depending on the role. &nbsp;Our compensation ranges are determined by role, level, and location. Our job titles may span more than one career level. Within the range, individual compensation is determined by additional factors, including job-related skills, experience, relevant education or training, business need, market demands. The compensation range is subject to change and may be modified in the future. Your recruiter can share more about the specific compensation range for your location during the hiring process.</p></div><div class="title">Denver Pay Range</div><div class="pay-range"><span>$106,333</span><span class="divider">&mdash;</span><span>$127,604.50 USD</span></div></div></div><div class="content-conclusion"><p>&nbsp;</p> <p class="p-rich_text_section" style="line-height: 1.3;"><strong data-stringify-type="bold">Perks and Benefits</strong></p> <ul> <li>100% employer-paid medical insurance<strong>*</strong></li> <li>Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off</li> <li>RSU stock grants*</li> <li>Professional development and training opportunities</li> <li>Company virtual happy hours, free food, and fun team-building activities</li> <li>Monthly cell phone stipend</li> <li>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.</li> </ul> <p style="line-height: 1.3;"><em><strong>*</strong>May vary by country and worker type - please reach out to your recruiter for more information</em></p> <p style="line-height: 1.3;"><em>Click <a href="https://drive.google.com/drive/folders/1CdawUwjo1Q1B7ghZJ_owdmmHB8VtqhBu?usp=sharing" target="_blank">here</a> to learn more about Fivetran's Benefits by Region.</em></p> <hr> <p style="line-height: 1.3;">We’re honored to be <a class="c-link" href="https://fivetran.com/blog/hvr-acquisition-series-d" target="_blank" data-stringify-link="https://fivetran.com/blog/hvr-acquisition-series-d" data-sk="tooltip_parent">valued at over $5.6 billion</a>, but more importantly, we’re proud of our&nbsp;<a class="c-link" href="https://fivetran.com/culture" target="_blank" data-stringify-link="https://fivetran.com/culture" data-sk="tooltip_parent">core values of Get Stuck In, Do the Right Thing, and One Team, One Dream</a>. Read about us in&nbsp;<a class="c-link" href="https://fivetran-com.s3.amazonaws.com/news/forbes-aug-sept-2022-digital-reprint-10-21-22.pdf" target="_blank" data-stringify-link="https://fivetran-com.s3.amazonaws.com/news/forbes-aug-sept-2022-digital-reprint-10-21-22.pdf" data-sk="tooltip_parent">Forbes</a>.&nbsp; &nbsp; &nbsp;</p> <p style="line-height: 1.3;">Fivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences, and identities. Fivetran promotes diversity, equity, inclusion &amp; belonging through attracting, recruiting, developing, and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to better serve our customers, our people and our communities.</p> <p style="line-height: 1.3;">To learn more about Fivetran’s culture and what it’s like to be part of the team, <a href="https://www.youtube.com/watch?v=xlhtp4dGh8o" target="_blank">click here</a> and enjoy our video.</p> <p style="line-height: 1.3;">To learn more about our candidate privacy policy, you can <a href="https://fivetran.com/candidate-privacy" target="_blank">read our statement here</a>.</p> <hr> <p style="line-height: 1.3;"><em>We are committed to ensuring that all candidates have an equal opportunity to participate in our interview process. If you require accommodations at any stage of the process due to a disability, medical condition, or any other circumstance, please don't hesitate to submit your request by filling out this <a href="https://forms.gle/V7k3t4u9j523XkEt6">form</a>. We will work with you to provide reasonable accommodations to facilitate your participation and ensure a fair and accessible interview experience. Your request and any information provided will be kept confidential and will not impact your candidacy. We look forward to hearing from you and accommodating your needs to the best of our ability.</em></p></div>