At a glance
- Workplace
- Hybrid
- Location
- London
About 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.
Responsibilities
- Document and execute comprehensive strategy plans within your node, including relationship mapping, identifying revenue opportunities, and driving adoption of sponsorship programs.
- Expand executive reach through Executive Business Reviews (EBRs) and value-based reporting, mapping parent-subsidiary accounts to unlock new business units and drive deeper product integration.
- Ensure full adoption of existing and new product introductions by aligning Fastly’s solutions with specific customer priorities and pain points.
- Act as a trusted advisor to create sticky relationships, leveraging executive relationships to nurture accounts at the decision-maker level and introduce product solutions that proactively close customer gaps.
- Execute a give-to-get renewal strategy to achieve net-positive re-rate percentages, negotiate logo rights to enhance brand positioning, and manage terms to ensure favorable outcomes.
- 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.
Requirements
- Proven Account Management and strategic Customer Success experience, ideally within the CDN, PaaS, or Cybersecurity industries.
- A track record of driving revenue through up-selling and cross-selling, with the ability to navigate complex parent-subsidiary account structures.
- Confident in managing C-level relationships and running high-impact customer meetings, workshops, and roundtables.
- A technical background to align technical concepts with business value and customer goals.
- Highly organized with strong attention to detail and strong project management skills.
- Exceptional verbal and written communication skills.
Workplace
- This position is a hybrid role and open to candidates residing in London.
- Periodic travel across the UK and Europe is required to engage with customers in person.
Skills
- CDN
- PaaS
- Cybersecurity
