Fivetran

Senior Support Account Manager

Fivetran

full-time

Posted on:

Location Type: Remote

Location: Remote • Washington • 🇺🇸 United States

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Salary

💰 $116,000 - $145,000 per year

Job Level

Senior

Tech Stack

AWSAzureCloudGoogle Cloud Platform

About the role

  • 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.

Requirements

  • 5+ 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
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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SaaScloud platformsAWSGCPAzuredata integrationinfrastructure environmentscase managementescalation managementdata-driven decision-making
Soft skills
communication skillspresentation skillsemotional intelligenceempathyrelationship-buildinganalytical skillsorganizational skillsadaptabilitycalm under pressureownership