ファストリー株式会社のSenior Enterprise Customer Success Manager - UK求人

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.