Lead Support Account 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 Role

Fivetran is seeking an experienced, customer-centric Lead Support Account Manager (SAM) to provide white-glove, high-touch support to our most strategic Premium customers. In this role, you will serve as the primary support advocate and trusted advisor, ensuring these customers achieve maximum value from Fivetran while receiving exceptional responsiveness, proactive insights, and seamless engagement across Support, Engineering, Product, and Customer Success.

This lead role blends deep technical understanding with strong relationship management, business acumen, and operational excellence. You will own the end-to-end support experience for Premium accounts—managing cases, escalations, proactive health reviews, data-driven insights, and executive-level communication. You will also help shape and mature Fivetran’s Premium Support program through process improvements, customer advocacy, and strategic partnership with cross-functional teams.

You should bring strong judgment under pressure, exceptional communication skills, and the ability to collaborate across multiple teams. Your commitment to follow-through, accuracy, and customer satisfaction will be central to successful contract renewals and long-term customer success.

You will play a critical role in customer health, satisfaction, and renewal outcomes. This position requires technical aptitude, strong ownership, and the ability to operate confidently in complex customer environments.

This is a full-time position based remotely in the East Coast time zone of the United States.

Technologies You’ll Use

• Zendesk
• SupportLogic
• Jira
• Looker
• Backstage
• AWS, GCP, SQL, New Relic, Docker, CircleCI, DBeaver, Java
  
  
  

What You’ll Do

Customer Relationship & Advocacy

• 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.
  
  
  

Premium Support Ownership

• 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.
  
  
  

Operational & Technical Execution

• 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.
  
  
  

Strategic Impact & Leadership

• 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.
  
  
  

Flexibility & Ownership

• 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.
  
  
  

Skills We’re Looking For

• 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.
  
  
  

Bonus Skills

• 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.
  
  
  

The compensation range displayed on this job posting reflects the minimum and maximum target for new hire compensation for the target position and level, and may include sales incentives or target bonuses depending on the role. Our compensation ranges are determined by role, level, and location. Our job titles may span more than one career level. Within the range, individual compensation is determined by additional factors, including job-related skills, experience, relevant education or training, business need, market demands. The compensation range is subject to change and may be modified in the future. Your recruiter can share more about the specific compensation range for your location during the hiring process.

Pay Range

$148,000—$185,000 USD

Perks And 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.

*May vary by country and worker type - please reach out to your recruiter for more information

Click 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.