Customer Success Manager

Summary

Join Fivetran's dynamic team as a Customer Success Manager (CSM) and play a pivotal role in driving customer success. Your mission is to retain, expand, and delight our customers by maximizing product adoption and fostering strong relationships. Based remotely in Singapore, you will manage a portfolio of around 50 accounts, focusing on net retention and expansion. You will conduct strategic calls, manage onboarding, provide roadmap updates, and serve as the voice of the customer. This full-time position requires proven experience in SaaS sales or customer success, a customer-centric approach, and excellent project management skills.

Requirements

• Proven track record in a SaaS quota- carrying sales or customer success role (experience with analytics/ data tools is a plus)
• Strong customer centric approach: building relationships, understanding needs and delivering value
• Consistent history of meeting or exceeding goals and objectives
• Self starter with the ability to pickup technical skills and product knowledge quickly
• Adoption specialist who is able to quickly ramp customer usage
• Excellent Project Management skills: prioritising and managing multiple tasks efficiently
• Collaborative mindset with the ability to provide constructive feedback

Responsibilities

• Manage a portfolio of around 50 accounts, owning net retention of your book of business through customer retention and expansion
• Conduct strategic calls to identify and explore new use cases within key accounts, address churn risks and ensure we are meeting customers goals
• Manage the onboarding process for new key accounts, ensuring a smooth transition from prospect to customer and strong initial engagement
• Maintain an in-depth understanding of Fivetran’s products to provide roadmap updates and deliver tailored recommendations aligned with customers’ business objectives
• Serve as the voice of the customer by providing feedback to internal teams on how Fivetran can better serve its customers
• Work cross functionally with support, solution architects, sales engineers, product and other stakeholders to enhance the customer experience

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