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 de