Senior Enterprise Customer Success Manager UK

Fastly helps people stay better connected with the things they love. Fastlys 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. Fastlys customers include many of the worlds most prominent companies including GitHub Yelp Paramount and JetBlue.

Were building a more trustworthy Internet. Come join us.

Fastly is looking for a Senior Enterprise Customer Success Manager to join our team in the 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.

• 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 Fastlys 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.

• 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.

• 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.

To ensure a fair and equitable interview process for everyone the use of AI technologiesincluding real-time transcription tools automated scripts AI copilots or external assistantsis strictly prohibited during the interview process unless explicitly authorized by the company in advance. Unauthorized use of AI tools may result in disqualification.

Why Fastly

• We have a huge impact.Fastly is a small company with a big reach. Not only doour customershave a tremendous user base but we also support a growing number ofopen source projects and of code employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.

• We value diversity.Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.

• We are passionate.Fastly is chock full of passionate people and were not one size fits all. Fastly employs authors pilots skiers parents (of humans and animals) makeup geeks coffee connoisseurs and more. We love employees for who they are and what they are passionate about.

Were always looking for humble sharp and creative folks to join the Fastly team. If you think you might be a fit please apply! A fully completed application and resume or CV are required when applying.

All job applications must be submitted through our official careers site at We will never request sensitive information such as your Social Security number bank account or credit card information during the application process. All official communication will come from an @ or @ email address.

Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs job requirements and individual qualifications. All qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin family or parental status physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and ordinances.

Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws Fastly will provide reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact your Recruiter or the Fastly Employee Relations team at or .

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