Customer Success Manager

<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><p> </p> <p><strong>About the Role</strong></p> <p>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. </p> <p>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. </p> <p> </p> <p>This is a full-time position based out of our Dublin office or remote in Germany.</p> <p> </p> <p><strong>Technologies You’ll Use</strong></p> <ul> <li> <p>Catalyst, Salesforce, Slack, Looker, Outreach</p> </li> </ul> <p> </p> <p><strong>What You’ll Do</strong></p> <ul> <li>CSMs have between 250-350 accounts</li> <li>Own net retention of your book of business by retaining and expanding customers. </li> <li>Holding calls with customers to promote adding connectors, engage on churn risk, and evangelize plan upgrades</li> <li>Driving scaled campaigns (webinars, campaigns, offerings, etc) to generate more usage and overall retention</li> <li>Managing a PQL flow to grow and protect usage (e.g. new connectors and saving existing connectors).</li> <li>Identify and drive increased usage of Fivetran to help our customers realize positive business outcomes from our modern data solution. Strategize with Sales Engineers to uncover additional use cases for expansion.</li> <li>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. </li> <li>Be the customer advocate, and provide feedback internally to product, support and other teams that can help grow Fivetran’s value to customers.</li> <li>Develop customer relationships with the goal of creating customer advocates.  </li> </ul> <p> </p> <p><strong>Skills We’re Looking For</strong></p> <ul> <li>Experience in a SaaS quota-carrying sales or customer success role. Experience in analytics/data tools is a plus!</li> <li>Being customer centric - building relationships, understanding customer needs and how we are delivering value.</li> <li>Track record of hitting or exceeding your goals and MBOs.</li> <li>The right balance of self-confidence and humility to lead as an individual contributor.</li> <li>Collaborative and providing constructive feedback to the right teams, so that we can continue to learn and grow. </li> <li>Ability to manage multiple projects and tasks, while staying organized and efficient </li> <li>Experience with Salesforce is a must</li> <li>Fluent or native German would be advantageous </li> </ul> <p>#LI-HYBRID</p> <p>#LI-DH1</p><p> </p> <p><strong>Perks and Benefits<br/></strong></p> <p> </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>Recharge, reenergize, and pursue personal and professional goals with a 30-day paid leave after 5 years*</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><em><strong>*</strong>May vary by country and worker type - please reach out to your recruiter for more information</em></p> <p><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> <p>We’re honored to be <a href="https://fivetran.com/blog/hvr-acquisition-series-d" target="_blank">valued at over $5.6 billion</a>, but more importantly, we’re proud of our <a href="https://fivetran.com/culture" target="_blank">core values of Get Stuck In, Do the Right Thing, and One Team, One Dream</a>. Read about us in <a href="https://fivetran-com.s3.amazonaws.com/news/forbes-aug-sept-2022-digital-reprint-10-21-22.pdf" target="_blank">Forbes</a>.     </p> <p>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