Senior Enterprise Customer Success Manager – UK

WebHosting; Greater London; Híbrido; GBP 90 000 - 130 000; Tempo integral

Resumo da oferta

Fastly, the edge cloud platform, seeks a Senior Enterprise Customer Success Manager to join our UK team. You will be a trusted advisor to a portfolio of Enterprise customers, nurturing relationships from the C-suite to technical stakeholders and driving account strategies for renewals, retention, and expansion.

You will build high-value account plans, drive product adoption, and mitigate risk to ensure long-term customer health, contributing to regional revenue and measurable value for our

Responsabilidades

• Account Planning & Strategy: Document and execute comprehensive strategy plans within your node. Map relationships, identify revenue opportunities, and drive adoption of sponsorship programs.
• Account Expansion & Lead Gen: Expand executive reach through EBRs and value-based reporting. Map parent-subsidiary accounts to unlock new units and deeper product integration.
• Product Adoption: Ensure full adoption of existing and new product launches by aligning Fastly’s solutions with customer priorities.
• Churn Prevention: Build sticky relationships by leveraging executive relationships and introducing solutions to close gaps.
• Customer Renewals: Execute a renewal strategy to achieve net-positive re-rate percentages and manage terms across the ecommerce vertical.
• Collaboration: Partner with Sales, Sales Engineering, and Marketing to feedback VOC and align product roadmap to regional needs.

Descrição da oferta de emprego

Senior Enterprise Customer Success Manager – UK

Fastly ·United Kingdom, London

Remote Full-time Senior Customer Support

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.

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 employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.

All job applications must be submitted through our official careers site at www.fastly.com/about/careers. We will never request sensitive information, such as your Social Security number, bank account or credit card information during the application process. All official communication will come from an @fastly.com or @recruiting.fastly.com email address.

Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws, Fastly will provide reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your Recruiter, or the Fastly Employee Relations team at [e-mail] or 501-287-4901.