Enterprise Customer Success Manager

Fastly is looking for a Senior Enterprise Customer Success Manager to join our team in the UK. In this role, you will be a primary driver of our Customer Success Charter, maintaining a laser focus on renewals, retention, and expansion. You will serve as a trusted advisor to a portfolio of Enterprise customers, nurturing relationships from the C-suite down to technical stakeholders.

You will be responsible for building high-value account strategies, driving product adoption, and mitigating risk to ensure long-term customer health. Success in this role is measured by your ability to deliver a "net positive" impact on our regional revenue and the measurable value we provide to our customers.

What You'll Do

• Account Planning & Strategy:
  Document and execute comprehensive strategy plans within your "node." This includes relationship mapping, identifying revenue opportunities, and driving adoption of our sponsorship programs.
• Account Expansion & Lead Gen:
  Expand executive reach through Executive Business Reviews (EBRs) and value-based reporting. You will map parent-subsidiary accounts to unlock new business units and drive deeper product integration.
• Product Adoption:
  Ensure full adoption of existing and new product introductions by aligning Fastly's solutions with specific customer priorities and pain points.
• Churn Prevention:
  Act as a trusted advisor to create "sticky" relationships. You will leverage executive relationships to nurture accounts at the decision-maker level and introduce product solutions that proactively close customer gaps.
• Customer Renewals:
  Execute a "give-to-get" renewal strategy to achieve net-positive re-rate percentages. You will negotiate logo rights to enhance brand positioning and manage terms to ensure favourable outcomes for both Fastly and customers mainly across the e-commerce vertical.
• Collaboration:
  
  Partner closely with Sales, Sales Engineering, and Marketing to provide the "Voice of the Customer" (VOC) feedback, ensuring our product roadmap aligns with regional needs.

  Experience:
  
  Proven Account Management and strategic Customer Success experience, ideally within the CDN, PaaS, or Cybersecurity industries.

• Strategic Mindset: A track record of driving revenue through up-selling and cross-selling, with the ability to navigate complex "parent-subsidiary" account structures.
• Relationship Builder:
  Confident in managing C-level relationships and running high-impact customer meetings, workshops, and round tables. This includes a proven track record of navigating complex Enterprise organizations to grow account relationships.
• Technical Literacy: A technical background is highly valued; you should be able to align technical concepts with business value and customer goals.
• Operational Excellence:
  Highly organized with a strong attention to detail and strong project management skills. The individual will demonstrate the ability to work autonomously in a fast-paced, remote environment. A self starter mindset.
• Communication:
  Exceptional verbal and written communication skills.
• Customer Success:
  Delight customers by demonstrating responsiveness and ensuring timely responses across account activities.

  Fastly helps people stay better connected with the things they love. Fastly's edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers' applications as close to their end-users as possible - at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development.
  
  Fastly's customers include many of the world's most prominent companies, including Git Hub, Yelp, Paramount, and Jet Blue., Why Fastly?

• We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.
• We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.
• We are passionate. Fastly is chock full of passionate people and we're not 'one size fits all'. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup…