Senior Customer Onboarding Manager

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.About the RoleFivetran is building data pipelines to power the modern data stack for thousands of companies.As a 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 position based out of our Oakland, CA or Denver, CO offices or remote in the US.Technologies You’ll UseSalesforce, Rocketlane, Catalyst, Zendesk, Looker.What You’ll DoExecute a prescribed onboarding program for each new customer.Provide best practices sessions in partnership with technical resources, ensuring customers have the support needed to reach success criteria within the onboarding period.Manage escalations efficiently, collaborating with the Account Owner, Support, Engineering, and Product teams when necessary to resolve issues promptly.Leverage implementation plans and technical deep dive decks to guide customers through the onboarding process, coordinating both internal and external stakeholders as needed.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.Track, manage, and update FX Opportunities to generate quantifiable metrics demonstrating successful implementations and onboarding progress.Complete the onboarding process by following a structured offboarding wrap-up at the end of the onboarding period.Establish close communication with Account Owners (AEs/CSMs), ensuring any escalations at the account level are addressed.Identify upsell opportunities for licenses and services, engaging relevant internal stakeholders to facilitate these upsell processes where appropriate.Skills We’re Looking ForProject Management: Strong organizational and project management skills, with experience managing timelines, tasks, and multiple stakeholders.Technical Aptitude: Ability to understand and explain technical concepts, especially around data connectors and integration tools.Customer Success Focus: A proven track record of delivering exceptional customer experiences and driving measurable onboarding outcomes.Stakeholder Management: Skilled in coordinating cross-functional teams and managing relationships with internal and external stakeholders.Problem-Solving Skills: Proactive approach to identifying and resolving issues, with the ability to escalate efficiently when necessary.Bonus Skills​Data Integration Experience: Experience with data integration or ETL tools, ideally with Fivetran or similar platforms.Upsell Strategy Knowledge: Familiarity with license or service upsell processes in a SaaS context.Process Improvement: Experience identifying and implementing improvements in onboarding processes.#LI-MD1 #LI-REMOTEThe pay range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the target position and level. Our pay ranges are determined by role, level, and location. Our job titles may span more than one career level. Within the range, individual pay is determined by additional factors, including job-related skills, experience, relevant education or training, business need, market demands. The pay range is subject to change and may be modified in the future. Your recruiter can share more about the specific pay range for your location during the hiring process.This range represents base salary only and does not include incentive for sales roles, equity, or  benefits, if applicable. Pay Range$163,254—$204,067.50 USDPerks and Benefits100% employer-paid medical insurance*Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days offRSU stock grants*Professional development and training opportunitiesCompany virtual happy hours, free food, and fun team-building activitiesMonthly cell phone stipendAccess 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.*May vary by country and worker type - please reach out to your recruiter for more informationClick here to learn more about Fivetran's Benefits by Region.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. Read about us in Forbes.     Fivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences, and identities. Fivetran promotes diversity, equity, inclusion & belonging through attracting, recruiting, developing, and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to better serve our customers, our people and our communities.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.We are committed to ensuring that all candidates have an equal opportunity to participate in our interview process. If you require accommodations at any stage of the process due to a disability, medical condition, or any other circumstance, please don't hesitate to submit your request by filling out this form. We will work with you to provide reasonable accommodations to facilitate your participation and ensure a fair and accessible interview experience. Your request and any information provided will be kept confidential and will not impact your candidacy. We look forward to hearing from you and accommodating your needs to the best of our ability.