Senior Enterprise Customer Success Manager - UK

Job description

Fastly helps people stay better connected with the things they love. Fastly’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. Fastly’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. 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 favorab…