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Customer Success Manager, Commercial

2 weeks ago

Sydney, New South Wales, Australia Fivetran Full time

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.

Customer Success Managers (CSMs) work with existing customers on a mix of sales, product expertise, and are the main point of contact for our customers at Fivetran. The key component of success for this role is to increase each customer's usage of Fivetran while maintaining customer happiness, referenceability, and retention.

CSMs will work cross-functionally with support, technical success management, marketing and other teams to drive a positive customer experience, while establishing deep and meaningful relationships with our users. They will also act as internal advocates for customers, and bring customer insight to appropriate teams to constantly improve business value for our customers.

Customer Success at Fivetran isn't about by-the-numbers 'check-ins' with customers - our regular customer conversations are informed by a deep empathy with our customers' business needs, and a data-driven understanding of their current product usage. As a fast growing company, CSMs will have the opportunity to help shape strategies for a critical component of Fivetran's business.

**As a CSM at Fivetran, you will**:

- Increase usage horizontally and vertically by identifying areas of potential growth within each account.
- Prevent churn by maintaining strong and meaningful relationships with customers. This includes always having a pulse check on accounts that may need additional support temporarily.
- Collaborate with customers in a strategic manner to develop their success road map.
- Collaborate with your team, Marketing, Technical Success Managers, Product and Support when appropriate.
- Identify product feedback from customers, spotting trends and surfacing to help shape product road map.

**Your Superpowers**:

- **Proven experience **in a (mostly digital) customer facing role.
- **Efficiency.** Able to produce significant output with mínimal wasted effort.
- **Analytical skills**. Able to follow instructions and process qualitative or quantitative data and draw insightful conclusions from it. Exhibits a probing mind and achieves penetrating insights.
- **Flexibility/adaptability. **Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
- **Strategic thinking/visioning**. Able to see and communicate the big picture in an inspiring way. Determines opportunities and threats through comprehensive analysis of current and future trends.
- **Work ethic.** Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.

**Perks of working with us**:

- Health and Dental Insurance Benefits
- Life Insurance and Income protection and Retirement savings plan
- Equity in early-stage, Series D Scale-up
- A healthy work culture with excellent opportunities for professional and personal development.
- Family Leave Program
- Company happy hours and virtual Team building events
- Social/ Wellness/ Volunteer activities

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.

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.