Senior Customer Onboarding Manager

About the Role

Fivetran is building data pipelines to power the modern data stack for thousands of companies.

As a Senior Customer Onboarding Manager at Fivetran, you will play a pivotal role in our customers' initial success by guiding them through a structured onboarding program. Your expertise will ensure new customers achieve their initial milestones with Fivetran’s platform, setting the stage for long-term success. You’ll partner closely with Solution Architects and other internal stakeholders to build a seamless onboarding experience, accelerating customers to their committed spending.

This is a full-time, hybrid position based out of our Oakland, CA or Denver, CO offices. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week to connect and build as a team.

Technologies You’ll Use

Salesforce, Rocketlane, Catalyst, Zendesk, Looker,

What You’ll Do

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  Execute a prescribed onboarding program for each new customer.

  
  


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  Provide best practices sessions in partnership with technical resources, ensuring customers have the support needed to reach success criteria within the onboarding period.

  
  


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  Manage escalations efficiently, collaborating with the Account Owner, Support, Engineering, and Product teams when necessary to resolve issues promptly.

  
  


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  Leverage implementation plans and technical deep dive decks to guide customers through the onboarding process, coordinating both internal and external stakeholders as needed.

  
  


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  Own the creation, tracking, and updating of project documentation, such as Mutual Action Plans (MAPs)/Implementation plans and presentations, to provide a clear roadmap for onboarding and ongoing customer engagement.

  
  


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  Track, manage, and update expansion opportunities to generate quantifiable metrics demonstrating successful implementations and onboarding progress.

  
  


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  Complete the onboarding process by following a structured offboarding wrap-up at the end of the onboarding period.

  
  


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  Establish close communication with Account Owners (AEs/CSMs), ensuring any escalations at the account level are addressed.

  
  


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  Identify upsell opportunities for licenses and services, engaging relevant internal stakeholders to facilitate these upsell processes where appropriate.

  
  

Skills We’re Looking For

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  Project Management: Strong organizational and project management skills, with experience managing timelines, tasks, and multiple stakeholders.

  
  


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  Technical Aptitude: Ability to understand and explain technical concepts, especially around data connectors and integration tools.

  
  


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  Customer Success Focus: A proven track record of delivering exceptional customer experiences and driving measurable onboarding outcomes.

  
  


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  Stakeholder Management: Skilled in coordinating cross-functional teams and managing relationships with internal and external stakeholders.

  
  


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  Problem-Solving Skills: Proactive approach to identifying and resolving issues, with the ability to escalate efficiently when necessary.

  
  

Bonus Skills

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  Data Integration Experience: Experience with data integration or ETL tools, ideally with Fivetran or similar platforms.

  
  


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  Upsell Strategy Knowledge: Familiarity with license or service upsell processes in a SaaS context.

  
  


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  Process Improvement: Experience identifying and implementing improvements in onboarding processes.

  
  

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