Senior Enterprise Customer Success Manager - UK

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.