Lead Support Account Manager

Who you are

You have a strong background in customer support, ideally with experience in a technical environment — you understand the nuances of providing exceptional service to Premium customers and can navigate complex issues with ease. Your ability to build relationships is key — you thrive on being a trusted advisor and advocate for your clients, ensuring they receive maximum value from the services provided. You possess excellent judgment under pressure and can communicate effectively with both technical and non-technical stakeholders. Your commitment to follow-through and accuracy is unwavering, and you take pride in ensuring customer satisfaction and successful contract renewals.

Desirable

Experience in a SaaS environment is a plus — you understand the challenges and opportunities that come with supporting software solutions. Familiarity with data management or analytics tools would be beneficial, as it allows you to provide deeper insights to customers. You are proactive in seeking out process improvements and advocating for customer needs within your organization.

What you'll do

In this role, you will own the end-to-end support experience for Premium accounts — managing cases, escalations, and proactive health reviews to ensure customers are satisfied and engaged. You will collaborate closely with cross-functional teams, including Support, Engineering, Product, and Customer Success, to deliver seamless engagement and exceptional service. Your role will involve providing data-driven insights to customers, helping them understand how to leverage Fivetran's technology effectively. You will also play a key role in shaping and maturing Fivetran’s Premium Support program through process improvements and strategic partnerships.

You will be responsible for executive-level communication, ensuring that key stakeholders are informed and engaged throughout the support process. Your ability to analyze customer needs and advocate for their success will be central to your role. You will also contribute to the development of best practices and operational excellence within the support team, helping to elevate the overall customer experience.

What we offer

Fivetran offers a dynamic work environment where you can make a significant impact on customer success. We provide opportunities for professional growth and development, as well as a supportive team culture. You will have the chance to work with innovative technology and collaborate with talented professionals who are dedicated to making data access simple and reliable. We encourage you to apply even if your experience doesn't match every requirement — your unique perspective and skills could be a great fit for our team.