Fivetran

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

We are seeking a Strategic Senior Customer Success Manager to own growth and retention for our largest customers. This role involves managing a small book of high-value and high-potential accounts, building close partnerships, driving revenue growth, and fostering customer advocacy. This role requires regular customer interaction, executive QBRs, and alignment with multiple customer stakeholders. The main KPIs include Net Revenue Retention (NRR) and monthly usage growth. CSMs work cross-functionally with various teams to ensure a positive customer experience and establish deep relationships.

This is a full-time, 12 month fixed term, hybrid position based out of our Sydney office. 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
• Catalyst
• Looker
• Chorus
• Clari
• Slack
• G-Suite

What You'll Do

• Own customer renewals and overall retention for your book of business.
• Identify and drive increased usage of Fivetran to enhance customer value, collaborating with Solution Architects for new use cases.
• Act as the customer advocate, providing internal feedback to product, support, and other teams.
• Develop customer relationships with the goal of creating customer advocates.
• Seek out expansion opportunities within strategic accounts and grow their footprint with Fivetran through new use cases, cross-sells, and expansion.
• Establish a deep understanding of customers’ key projects, challenges, required capabilities, and desired business outcomes.
• Effectively manage and progress customer escalations to ensure key projects are unblocked.
• Communicate effectively with a broad range of audiences, from C-level executives to individual contributors.
• Manage the onboarding process for new key accounts, ensuring a smooth transition.
• Conduct strategic calls to identify and explore new use cases, address churn risks, and ensure we are meeting customers' goals.

Key Outcomes:

• Drive positive customer experiences by collaborating with internal teams and demonstrating value for customers.
• Renew customers and identify potential risks, along with mitigation strategies.
• Identify and convert opportunities for expanded use to drive more value for customers.
• Assess customer health and create plans to drive positive outcomes and customer advocacy.

Skills We're Looking For

• Customer-centric mindset with a focus on building relationships and understanding customer needs.
• Experience in a SaaS quota-carrying sales or customer success role (analytics/data tools experience is a plus).
• Track record of hitting or exceeding goals and KPIs.
• Analytical skills: ability to process qualitative and quantitative data and draw insights.
• Strategic thinking: able to see and communicate the big picture.
• Excellent communication skills, both written and verbal.
• Adaptability to changing priorities and conditions.
• Initiative: seeing a problem and taking action to solve it.
• Experience with Salesforce.
• Ability to manage multiple projects and tasks simultaneously.
• Strong problem-solving skills and a resourceful approach.
• In-depth familiarity with the modern data technology industry and the ability to quickly pick up technical knowledge.
• Experience negotiating contracts with customers.
• Ability to translate technology concepts into business value.

#LI-HYBRID

#LI-LA1

Perks and 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.
• May vary by country and worker type - please reach out to your recruiter for more information

Click here to learn more about Fivetran's Benefits by Region.

We’re honored to be valued at over $5.6 billion, but more importantly, we’re proud of our core values of Get Stuck In, Do the Right Thing, and One Team, One Dream. Read about us in Forbes.

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 & 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.

To learn more about Fivetran’s culture and what it’s like to be part of the team, click here and enjoy our video.

To learn more about our candidate privacy policy, you can read our statement here.

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 form. 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.