Customer Success Manager

Fastly; Denver (CO); Hybrid; USD 105,000 - 131,000; Full time

Job summary

Fastly is seeking a Customer Success Manager to join its growing Customer Success team. You will work with Sales, Customer Support, Product and technical teams to deliver a seamless customer experience, manage high-impact relationships, and advocate for customers.

You will develop account strategies, map complex organizations, and drive retention by tying conversations to business impact. A strong communicator with multi-tasking abilities will excel in this hybrid role.

Qualifications

• Bachelor's degree or equivalent in related field.
• At least 3 years of enterprise customer management experience in a technology firm.
• Strong project management skills, high detail orientation and exceptional organization skills.
• Thrives in a multi-tasking environment, with an ability to adjust priorities.
• Excellent writing and communication skills.
• Strong customer service; professional and friendly demeanor.
• Nice-to-have: negotiation and problem-solving to address client challenges.
• Nice-to-have: collaborative partner with internal advocacy.
• Nice-to-have: technical background is valued.
• Availability during core business hours.

Responsibilities

• Partner with Sales to focus on overall relationship with a group of the company’s most complex clients.
• Develop and execute comprehensive account strategy, attaining buy-in and alignment from customer.
• Map a complex organization, develop and execute against a strategy with executive stakeholders.
• Create long-term retention strategies and maintain high-quality customer interactions.
• Lead internal account team strategy, align on renewals and actions.
• Delight customers by being responsive and providing timely responses.
• Engage internal and external partners to uncover pain points and opportunities for growth.
• Identify, qualify and close opportunities for customer growth.
• Establish joint success plans based on goals, stakeholders, and business impact.
• Conduct Quarterly Business Reviews within the client base.
• Share the voice of the customer with product, marketing, client services and sales.
• Keep teams informed with industry trends and solutions.
• Coordinate emergency response for high-priority tickets if needed.

Skills

Enterprise account management

Project management

Written communication

Customer relationship building

Problem solving

Negotiation

Education

Bachelor's degree or equivalent

Job description

the company helps people stay better connected with the things they love. the company’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. the company’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.

Posting Open Date: 11-10-26

**Anticipated Posting Close Date*: **12-10-26

**Job posting may close early due to the volume of applicants.*

Customer Success Manager

the company is passionate about helping our customers succeed. If you are a good communicator who enjoys creating relationships and solving problems, we want you.

The Customer Success Manager will be part of our growing Customer Success team and work with Sales, Customer Support, Product and technical teams to provide our customers a seamless experience. You will be responsible for creating and managing high impact customer relationships, maintaining account health, providing product feedback and being a customer advocate. In this role, you will work with internal and external stakeholders and will need to balance multiple requests. Success in this role directly ties to the value we provide our customers.

What You'll Do:

• Partners with Sales to focus on overall relationship with a group of the company’s most complex clients

• Develop and execute comprehensive account strategy, attaining buy-in and alignment from customer

• Deep understanding of account and strategy - Able to map a complex organization, develop and execute against a strategy. Develop strong customer connections with executive stakeholders across multiple business units and levels within a company

• Long term vision - Create thoughtful and creative retention strategies, maximizing the company value, tying all conversations to business impact, and incorporating account strategy goals. Create long term, quality customer interactions with consistency

• Lead internal account team strategy, ensuring all team members are in-sync on approach, current status, account renewals, and actions required

• Delight customers by demonstrating responsiveness and ensuring timely responses

• Proactively engage and influence internal and external partners, providing expertise and suggesting new ideas. Utilize consultative discussions to uncover customer pain points and understand how the company can address them

• Identify, qualify and close opportunities for customer growth

• Establish joint success plans based on a deep understanding of goals, stakeholders, and business impact.

• Develop and execute Quarterly Business Reviews within the assigned client base.

• Collaborate with the product, marketing, client services and sales teams to provide the voice of the customer internally, becoming known as the go-to expert on the customer

• Consistently share knowledge of industry, company, trends, and solutions

• Customer Success Manager could be paged in the event their customer submits an emergency ticket to help coordinate response internally

What We're Looking For:

• Bachelor's degree or equivalent in related field of study

• At least 3 years of enterprise customer management experience in a technology firm

• Strong project management skills, high detail orientation and exceptional organization skills: Comfortable developing and implementing multi-step plans and coordinating the appropriate parties. Can find answers quickly and provide thorough information

• Thrives in a multi-tasking environment, with an ability to adjust priorities: Able to complete customer facing and internal projects on-time with high quality

• Excellent writing and communication skills: Provides clear communication to develop customer relationships. Able to tailor messaging based on the recipient. Ensures communication is tracked for cross-functional visibility

• Strong customer service; professional and friendly demeanor: Built-to-serve mentality. Respects customer's time and uses meetings to provide value. Does not shy away from hard conversations and renewal negotiations

We’ll be super impressed if you have experience in any of these:

• Strong negotiation and problem-solving skill to address client challenges and identify mutually beneficial solutions

• Collaborative Partner: Brings ideas to the team for learning. Internal partners enjoy working with him/her. Internal advocacy carries weight

• Technical background highly valued: Can discuss technical benefits and understands how a solution fits into the tech ecosystem. Deep dives into customer’s business and industry in order to best learn how to support them. Willingness to learn new products/features.

Work Hours:

• This position will require you to be available during core business hours.

Work Locations & Travel Requirements:

This position is open to hybrid and remote work locations. The preferred locations for this position are:

• San Francisco, CA

• Denver, CO

• New York, NY

the company currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.

There is a strong preference for Hybrid near a local office. However, we may be willing to consider remote candidates within the US.

This position may require travel as required by your role or requested by your manager.

SF / LA Fair Chance Ordinance Statement

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Salary:

The estimated range for On-Target Earnings for this role is $105,060 to $130,641. On-Target Earnings consists of a combination of annual base pay and sales compensation variable target. The standard pay split for this role (i.e. base pay vs. variable target %) is 75%/25%.

Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.

This role is eligible to participate in the company’s global sales compensation plan and may participate in the company’s equity program.

Benefits:

We care about you. the company works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with the company. Curious about our offerings?

We offer a comprehensive benefits package including medical, dental, and vision insurance. Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), a Flexible Vacation policy and up to 18 days of accrued paid sick leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program. For 2026