Fivetran · 2 weeks ago
Lead Support Account Manager
United States
Full-time
Remote
Senior Level
$148K/yr - $185K/yr
7+ years expFivetran is a company dedicated to simplifying data access for organizations. They are seeking a customer-centric Lead Support Account Manager to provide high-touch support to strategic Premium customers, ensuring they achieve maximum value from Fivetran's services.
AnalyticsCloud Data ServicesData Integration
Hiring Manager
Monique Moultrie, CIR
Responsibilities
Serve as the primary support liaison for Premium customers, building strong, long-term relationships
Develop a deep understanding of each customer’s environment, challenges, and data usage patterns
Anticipate customer needs and proactively recommend solutions, improvements, or best practices
Advocate for customer interests within Support, Product, Engineering, and Customer Success
Deliver a high-touch, white-glove experience, ensuring SLA adherence, rapid follow-ups, and consistent communication
Oversee all support engagements, including case management, escalations, incidents, and proactive reviews
Ensure support insights flow into product/engineering roadmaps and prioritization discussions
Lead customer operational and health reviews, using data to guide discussions on performance, incidents, and platform usage
Translate business goals into tactical plans, ensuring alignment with the customer’s strategic direction
Identify systemic issues and drive continuous improvement across Support processes and customer experience
Manage deliverables, reporting, and communication during upgrades, migrations, or environment changes
Partner with Sales to support renewal readiness through strong relationship management and customer satisfaction
Mentor junior SAMs or support team members on best practices and handling complex customer scenarios
Present Support or Global Account Management insights at internal or external events as needed
Manage your time effectively across multiple demanding accounts
Be willing to work outside standard business hours (evenings/weekends) during critical issues or escalations
Adapt quickly in a dynamic environment to meet evolving customer and business needs
Qualification
Required
7+ years in Support Account Management, Technical Account Management, Enterprise Support, Escalation Management, or a similar senior-level role
Strong technical expertise in SaaS, cloud platforms (AWS, GCP, Azure), data integration, or infrastructure environments
Exceptional communication and presentation skills, including executive-level communication
High emotional intelligence (EQ), empathy, and relationship-building capability
Proven ability to navigate complex customer environments and manage high-severity issues
Strong analytical and data-driven decision-making skills. Demonstrated ability to influence cross-functional teams and drive customer-impactful improvements
Excellent organizational skills with the ability to manage multiple priorities
Ability to adapt quickly, stay calm under pressure, and take ownership of outcomes
Preferred
Experience with Zendesk, SupportLogic, or Jira
Experience presenting in QBRs or executive customer forums
Familiarity with data integration workflows or enterprise data systems
A collaborative, proactive #1Team1Dream mindset
Benefits
100% employer-paid medical insurance
Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
RSU stock grants
Professional development and training opportunities
Company virtual happy hours, free food, and fun team-building activities
Monthly cell phone stipend
Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents
Company
Fivetran
Fivetran is a technology company that automates replicating data into a cloud data platforms.
1001-5000 employees
H1B Sponsorship
Fivetran has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (11)
2023 (8)
2022 (30)
2021 (13)
2020 (12)
Funding
Current Stage
Late StageTotal Funding
$853.11MKey Investors
Vista Credit PartnersAndreessen HorowitzMatrix
2023-05-18Debt Financing· $125M
2021-09-20Series D· $565M
2020-06-30Series C· $100M
Leadership Team
George Fraser
Chief Executive Officer
Taylor Brown
COO & Cofounder
Recent News
General Catalyst
2025-12-30
The Philadelphia Inquirer
2025-12-19
Morningstar.com
2025-12-11
Company data provided by crunchbase