Customer Success Manager, Commercial

Remote, , Singapore, APAC

Full Time Senior-level / Expert
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Fivetran

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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.

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.

The Role: 

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:

  1. Increase usage horizontally and vertically by identifying areas of potential growth within each account. 
  2. 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. 
  3. Collaborate with customers in a strategic manner to develop their success road map.
  4. Collaborate with your team, Marketing, Technical Success Managers, Product and Support when appropriate. 
  5. Identify product feedback from customers, spotting trends and surfacing to help shape product road map.

 

Your Superpowers:

  1. Proven experience in a (mostly digital) customer facing role. 
  2. Efficiency. Able to produce significant output with minimal wasted effort. 
  3. 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. 
  4. Flexibility/adaptability. Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change. 
  5. 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. 
  6. 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. 
  7. Communication. Speaks and writes clearly and articulates without being overly verbose or talkative. Maintains this standard in all forms of written communication, including e-mail. 

 

Nice-to-haves, but NOT required (Optional)

What are up to 3 hard/technical skills that would be bonuses that the candidate can bring to the table? These skills should not be required for the job but would set them apart from other candidates. 

  1.   Experience using Salesforce. 
  2.   Experience using Looker. 

 

Perks and Benefits:

    • 100% paid Medical, Dental, Vision and Basic Life Insurance. Benefits begin on your first day!
    • Option of Health Savings Account (HSA) or Flexible Savings Account (FSA)
    • Generous paid time off (PTO) plus paid sick time, holidays, parental leave, and volunteer days off
    • Monthly cell phone stipend
    • Work-from-home equipment reimbursement for your home office setup!
    • Professional development and training opportunities
    • Company virtual happy hours, free food, and fun team building activities
    • Pet Insurance -- and yes, you can bring your well-behaved fur babies to work
    • Commuter benefits to help with transit and parking costs
    • Employee Assistance Program (EAP)
    • Referral Bonuses
    • Stock equity -- every employee is granted stock options when they walk in the door   
    • Annual Camp Fivetran trip that brings together every employee from around the world.

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. To learn more about Fivetran’s culture and what it’s like to be part of the team, click here and enjoy our video.

To learn more about our candidate privacy policy, you can read our statement here.

Job region: Asia/Pacific
Job country: Singapore
Job stats:  12  3  0
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