Senior Customer Success Operations Manager, Fivetran

• 7+ years of experience in Customer Success Operations, Sales Operations, Revenue Operations, or Business Intelligence, with a strong focus on post-sales
• 2+ year management experience
• Proven expertise in designing and optimizing operational processes within a B2B SaaS environment, specifically for existing customer lifecycle management
• Advanced proficiency with CRM platforms (Salesforce) and Customer Success Platforms (Catalyst) is essential
• Strong analytical skills with a proven ability to extract, analyze, and interpret large datasets to derive actionable insights
• Experience building and maintaining dashboards and reports using BI tools (e.g., Tableau, Power BI, Looker)
• Excellent communication (written and verbal) and presentation skills, with the ability to articulate complex data and recommendations to diverse audiences, including senior leadership
• Highly organized, detail-oriented, and capable of managing multiple projects simultaneously in a fast-paced, dynamic environment
• Proactive, self-starter with a strong problem-solving mindset and a continuous improvement orientation
• Understanding of ARR metrics, churn, retention, and expansion methodologies

Desirable

• We are seeking a Manager, Customer Success Operations to join our Revenue Insights team. This role is pivotal in driving our post-sales strategy and operations, with a direct impact on maximizing Expansion ARR from Fivetran’s existing customer base
• You will combine data-driven insights with business process design to empower our Customer teams, ensuring our customers achieve optimal value, renew successfully, and expand their partnership with us. This role will partner with our Customer Success and Revenue Operations leadership to design and optimize scalable processes for the entire existing customer lifecycle, from onboarding through retention and expansion
• Over time, this role will build out a team of customer success operations professionals to support Fivetran’s growing customer base
• Business Process Design & Optimization for Existing Customers:
• Design and optimize core business processes across the existing customer lifecycle—including onboarding, health monitoring, renewals, expansions, and retention workflows
• Map, document, and continuously improve end-to-end post-sales processes, ensuring they are scalable, efficient, and aligned with Fivetran’s growth strategy
• Partner with Customer Success, Expansion Sales, Renewals, and RevOps leaders to streamline handoffs and interactions between teams serving existing customers
• Identify bottlenecks, friction points, and inefficiencies in post-sales processes, and develop systemic solutions to improve customer experience and operational efficiency
• Ensure that new process designs align with cross-functional goals, data flows, and systems (e.g., Salesforce, Catalyst, billing, and provisioning tools)
• Strategic Post-Sales Program Design & Optimization:
• Working with our analytics and data science teams, identify key indicators for customer churn and expansion opportunities, translating insights into proactive operational strategies
• Develop and refine customer segmentation models to tailor Customer Success efforts for maximum impact on retention and expansion
• Collaborate closely with post-sales leadership to define and track KPIs and OKRs for the post-sales motion, including expansion rate, retention, time-to-value, and product adoption
• Design, implement, and optimize scalable operational programs that drive customer health, product engagement, and ultimately, Expansion ARR
• Revenue Insights:
• Conduct analyses of customer data (usage, health scores, support tickets, survey feedback, product engagement, etc.) to identify trends, opportunities, and risks related to retention and expansion ARR
• Design robust dashboards and reports that provide actionable insights to Customer Success Managers, Expansion AEs, leadership, and other stakeholders regarding customer health and expansion potential
• Forecast Expansion ARR based on operational data and strategic initiatives, identifying potential gaps and opportunities
• Partner with the Analytics team to ensure data integrity and accessibility for post-sales analysis
• Operational Excellence & System Enablement:
• Own the operationalization of retention and expansion workflows within our systems (Salesforce, Catalyst, etc.)
• Partner with RevOps and IT teams to ensure processes are fully supported by system automation where possible
• Identify opportunities for automation to streamline post-sales workflows, improve data accuracy, and enhance customer experience
• Cross-Functional Collaboration & Field Enablement:
• Act as a central point of contact between Customer Success, Expansion Sales, Product, Marketing, and Finance, ensuring alignment on post-sales strategies and initiatives
• Provide insights and recommendations to Product teams on features and enhancements that drive customer stickiness and expansion
• Partner with stakeholders to optimize pre-sales to post-sales handoffs and improve the cross-sell/upsell motion
• Partner with Enablement to develop and deliver training on new processes, tools, and best practices for driving retention and expansion