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Director, Premium Support Services



Customer Service
Denver, CO, USA
Posted on Thursday, April 4, 2024

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
We’re looking for a brilliant and collaborative individual to join our Global Customer Support Leadership Team to launch a new function as the Director of Premium Support Services. The mission for the Director of Premium Support Services is to (a) drive the success and operational performance for Fivetran Premium Support customers (b) to accelerate the highest level of customer support for Major & High potential accounts utilising a Support Account Management and Escalations team. This position is instrumental in establishing, operating, and improving our high-performing support team looking to expand further levels of satisfaction for our large enterprise customers.
A successful candidate must have experience running and operation enterprise support functions but also have experience in enterprise account management, whether it be escalation management/mitigation or account management positions. The optimal candidate will also have demonstrated strong leadership skills in driving strategy, outcomes, financial modeling, reporting, and has hands-on experience with annual and quarterly planning.
This is a hybrid position based out of our Denver office.
What You'll Do
  • Strategic Leadership: Develop and implement a comprehensive strategy for premium support services that aligns with company goals, enhances customer satisfaction, and drives support service renewal rates.
  • Customer Relationship Management: Build a team that serve as the primary liaison for premium support customers, ensuring their needs are met or exceeded, fostering strong relationships, and facilitating contract renewals.
  • Team Management: Lead, mentor, and manage a team of escalation managers and support account managers, promoting a culture of excellence, accountability, and continuous improvement. Combining a player-coach mentality with team is critically important as this team grows.
  • Operational Excellence: Oversee the operational aspects of the premium support function, including workflow optimization, resource allocation, and technology deployment to enhance service quality.
  • Performance Metrics: Define and monitor key performance indicators for premium support services, including customer satisfaction scores, renewal rates, and response times, taking action to address areas of improvement.
  • Risk Management: Identify potential risks to customer satisfaction and service renewals, developing and implementing mitigation strategies to prevent customer churn.
  • Innovation: Stay abreast of industry trends and innovations in customer support, integrating new technologies and practices to maintain a competitive edge in premium support services.
Skills We're Looking For

Technical Skills:

  • Data Engineering
  • Modern data stack
  • Customer success, customer support or IT services
  • Experience querying with SQL
  • Experience in data analysis
  • Knowledge or experience interacting with code
  • Knowledge or business intelligence or analytics tools
Experience and Leadership:
  • Minimum of 8 years of experience in customer support or service roles, including at least 5 years in a leadership position managing premium support services for high-value customers.
  • Experience in scaling and managing teams, with a focus on launching hyper-growth teams dedicated to customer satisfaction.
  • Proven track record in strategic collaboration and execution, working closely with heads of departments, regional leaders, and executive leadership teams to drive change and achieve strategic goals.
Strategic and Operational Expertise:
  • Demonstrated ability to develop and execute support strategies that have significantly improved customer satisfaction and retention.
  • Strong experience in designing and implementing support processes, setting and achieving Objectives and Key Results (OKRs), and managing Key Performance Indicators (KPIs).
  • Experience working with both pre-sales and post-sales teams to ensure a seamless customer journey and support lifecycle.
Communication and Relationship Management:
  • Outstanding communication and interpersonal skills, with the ability to build and maintain strong working relationships, resulting in solid partnerships across functions.
  • Proactive leadership and team management skills, capable of inspiring and motivating high-performing teams, and collaborating effectively with non-engineering stakeholders.
Analytical and Financial Acumen:
  • Analytical thinker with strong problem-solving skills and the ability to make data-driven decisions.
  • Deep understanding of customer support technologies, best practices, and strong financial planning and management skills.
  • Flexibility and adaptability to manage shifting priorities and challenges, with a proactive approach to driving change and execution.


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.

This range represents base salary only and does not include incentive for sales roles, equity, or benefits, if applicable.

Pay Range
$162,882$203,602 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
  • Recharge, reenergize, and pursue personal and professional goals with a 30-day paid leave after 5 years*
  • 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.

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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.