Senior Enterprise Customer Success Manager (United Kingdom)

• 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
• 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 favorable 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

Benefits

• Parental support and beyond: We support our families by offering generous time off for parental leave. And beyond that, we work hard to build a culture that allows for all employees to have the life outside work that they desire year round.
• Health and wellness:
  Your well-being matters here. Our health plans offer a variety of options, including full medical, dental, and vision coverage, short- and long-term disability insurance, mental health resources, and more.
• Invest in your future:
  We offer 401(k)/retirement plans, employee stock purchasing plans (ESPP), and reimbursements for learning and development programs — so we can support your ongoing growth and success.
• Keep learning and growing: Helping people go further means nurturing their talent. Through annual reimbursements for employee learning activities, regular hangouts and advice from our Senior Staff, talks from industry leaders, and cultural events — we offer tons of opportunities for people to learn. And we’re always looking to grow as a company, too: we collect employee engagement and experience data annually and leverage our Employee Experience Champion Network to understand employee feedback, so we can keep improving.- Experience: Proven Account Management and strategic Customer Success experience, ideally within the CDN, PaaS, or Cybersecurity industries
• 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
• Technical Literacy: A technical background is highly valued; you should be able to align technical concepts with business value and customer goals
• Relationship Builder: Confident in managing C-level relationships and running high-impact customer meetings, workshops, and roundtables. This includes a proven track record of navigating complex Enterprise organizations to grow account relationships
• Communication: Exceptional verbal and written communication skills
• Customer Success: Delight customers by demonstrating responsiveness and ensuring timely responses across account activities
• Strategic Mindset: A track record of driving revenue through up-selling and cross-selling, with the ability to navigate complex “parent-subsidiary” account structures