From Fivetrans 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. Were proud that more organizations continue to leverage our technology every day to become truly data-driven.
About the Role
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 Fivetrans 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 Fivetrans growing customer base.
This is a full-time, hybrid position based out of our Oakland, CA or Denver, CO offices. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week to connect and build as a team.
What Youll Do
Business Process Design & Optimization for Existing Customers
- Design and optimize core business processes across the existing customer lifecycleincluding 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 Fivetrans 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.
What Were Looking For
- 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.
Bonus Skills
- Experience with SQL for data querying and analysis.
- Familiarity with financial planning and analysis (FP&A) concepts related to recurring revenue.
- Experience in process mapping and business process re-engineering methodologies (e.g., Lean, Six Sigma).
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The 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.
Denver Pay Range
$171,626—$214,533 USD
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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.
Were honored to be valued at over $5.6 billion, but more importantly, were proud of our core values of Get Stuck In, Do the Right Thing, and One Team, One Dream. Read about us in Forbes.  Â
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 Fivetrans culture and what its 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.
Equal Opportunity Employer, including disability/protected veterans
Equal employment opportunity, including veterans and individuals with disabilities.
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