Senior Customer Onboarding Manager

Who you are

You have a strong background in customer success management, ideally with 5+ years of experience in onboarding or customer engagement roles. Your expertise in guiding customers through complex processes ensures they achieve their initial milestones effectively. You are skilled in using tools like Salesforce and Zendesk, which you leverage to enhance customer interactions and streamline onboarding processes. You excel in communication and collaboration, working closely with technical teams to provide the best onboarding experience possible. You are proactive in managing escalations and resolving issues efficiently, ensuring customer satisfaction throughout the onboarding journey. You understand the importance of data-driven decision-making and are comfortable using analytics tools like Looker to track customer progress and success metrics. You are passionate about helping customers succeed and are committed to fostering long-term relationships that drive value for both the customer and the company.

What you'll do

In this role, you will execute a structured onboarding program tailored for each new customer, ensuring they receive the necessary support to reach their success criteria. You will conduct best practices sessions in partnership with technical resources, guiding customers through the features and functionalities of Fivetran’s platform. You will manage customer escalations effectively, collaborating with internal stakeholders to resolve issues and enhance the onboarding experience. Your role will involve tracking customer progress and utilizing analytics to identify areas for improvement in the onboarding process. You will partner closely with Solution Architects to build a seamless onboarding experience that accelerates customers to their committed spending. You will also gather feedback from customers to continuously improve the onboarding program and contribute to the overall customer success strategy. Your ability to communicate effectively with both technical and non-technical stakeholders will be crucial in ensuring a smooth onboarding process. You will play a key role in setting the stage for long-term customer success and satisfaction with Fivetran’s services.

What we offer

Fivetran offers a hybrid work model that combines remote flexibility with in-person collaboration, allowing you to connect with your team while enjoying the benefits of remote work. You will have the opportunity to work in a dynamic environment where your contributions directly impact customer success and the overall growth of the company. We provide competitive compensation and benefits, along with opportunities for professional development and career advancement. Join us in our mission to make access to data as simple and reliable as electricity, and help organizations become truly data-driven.