Senior Enterprise Customer Success Manager - UK

Fastly, Inc.; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Fastly in London is seeking a Senior Enterprise Customer Success Manager to own strategic account plans, focusing on renewals, retention, and expansion across a portfolio of enterprise clients.

You will build high-value strategies, drive product adoption, and mitigate risk to ensure long-term customer health. The role emphasizes executive engagement, collaboration with Sales/SE/Marketing, and a strong focus on revenue growth across the UK and Europe.

Qualifications

• Proven experience in account management and customer success, focusing on renewals, retention and expansion.
• Track record of driving revenue through up-selling and cross-selling within enterprise accounts.
• Comfort with managing C-level relationships and leading executive reviews and stakeholder workshops.
• Ability to translate technical concepts into business value and customer outcomes.
• Strong organizational skills with ability to manage multiple complex accounts autonomously.
• Excellent verbal and written communication with a customer-first mindset.

Responsibilities

• Develop and execute comprehensive account strategies within your portfolio.
• Expand executive reach through executive business reviews and value-based reporting.
• Drive product adoption by aligning Fastly solutions with customer priorities.
• Mitigate churn by building trusted advisor relationships at the executive level.
• Lead renewal negotiations to achieve favorable terms and renewals.
• Collaborate with Sales, SE, and Marketing to feed the VOC into the product roadmap.

Skills

Account management

Strategic mindset

Executive relationship building

Technical literacy

Operational excellence

Effective communication

Job description

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 GitHub, Yelp, Paramount, and JetBlue.

We're building a more trustworthy Internet. Come join us.

The Role

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 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.

What We're Looking For

• 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 roundtables. 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.

Work Hours & Location

• Hours: Core business hours
• Location: This position is a hybrid role and open to candidates residing in the following locations: London
• Travel: Periodic travel across the UK and Europe is required to engage with customers in person.

Fastly is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.

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 em