Strategic Customer Success Manager — Hybrid/Remote

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

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.