About the position
As the Product Manager for Core Account Experience, you will own the foundational surfaces that customers use to purchase, manage, and grow their relationship with Fivetran. Every Fivetran customer, whether they are a startup on a free trial or multi-million large enterprise organization, interacts with our core account surfaces. From plan selection and checkout to usage insights, billing, AI-powered help, and account management, these touchpoints shape customer trust and long-term growth. Your mission is to make these everyday interactions feel effortless, intelligent, and empowering. You'll lead strategy and execution for our in-product self-service experience, including transactions, usage transparency, and our AI copilot. You'll run A/B tests to increase self-service resolutions and improve core journey flows. This role is both foundational and forward-looking: you'll optimize how customers use Fivetran today while pioneering new approaches to help them succeed tomorrow. You'll collaborate closely with Design, Engineering, GTM, Support, Finance, and our Growth & Monetization teams to eliminate friction and increase customer autonomy. Your work will directly impact conversion, retention, and efficiency, while driving experimentation and shaping Fivetran's most modern product-led experiences. This is a high-impact role at the intersection of product quality, customer experience, and business growth. The ideal candidate is a strategic systems thinker who wants to own the core surfaces critical to the day-to-day experience of every single Fivetran customer.
Responsibilities
- Own the end-to-end customer experience for purchasing and managing a Fivetran account-including plan selection, checkout, upgrades, amendments and renewals.
- Lead the strategy and development of our in-product AI Copilot and help surfaces, improving self-service resolution to customer issues and customer confusion.
- Ship customer-facing features end-to-end and move key business metrics.
- Collaborate with other PMs, Support and Design to enhance in-product help and resolution workflows, build user trust and reduce user frustration.
- Design and optimize key account surfaces: usage dashboards, billing interfaces, alerts, user and role management, and account settings.
- Define clear success metrics and product health indicators across conversion, adoption, support deflection, and retention.
- Partner with Finance, Security, and Engineering to ensure billing and account systems are scalable, compliant, and user-friendly.
Requirements
- 3+ years of product management experience, ideally in B2B SaaS with self-serve or billing exposure.
- Experience owning customer-facing features related to checkout, usage transparency, and help/support workflows.
- Enthusiasm for simplifying complexity, especially around usage, billing and technical support issues.
- Strong product sense and attention to UX polish, with the ability to advocate for quality and usability.
- Comfort navigating cross-functional stakeholders and tooling in GTM, Support, Finance and Legal.
- Independent and strong analytical skills and fluency with metrics and experimentation.
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.
