Support Account Manager - Escalations & Account Support

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. Job Description Fivetran is seeking a customer-focused Support Account Manager (IC3) to join our Support organization. In this role, you will own the day-to-day support experience for a portfolio of customers by driving case momentum, coordinating internal stakeholders, and ensuring customers receive clear, timely, and accurate communication throughout the lifecycle of their issues. You will also help lead structured escalation workflows for high-risk or high-visibility situations by assessing business impact, aligning the right resources, maintaining accountability for next steps, and keeping customers confident that progress is being made. This role is critical to delivering a consistent Premium support experience, preventing issues from stalling, reducing escalation risk, and strengthening operational rigor across support engagements. It requires strong judgment, customer empathy, cross-functional coordination, and the ability to remain calm and organized under pressure. This role may participate in a wee