Senior Enterprise Customer Success Manager - UK

Location

London, Greater London, United Kingdom

Salary

Not specified

Company

Akash pawar

Job description

• Role & Company / Project Overview: Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing applications close to end-users at the edge of the Internet. Fastly supports prominent global organizations including GitHub, Yelp, Paramount, and JetBlue. Fastly is looking for a Senior Enterprise Customer Success Manager to join the UK team to serve as a primary driver of the Customer Success Charter, focusing rigorously on renewals, retention, and expansion. The role acts as a trusted advisor to enterprise customers, nurturing relationships from the C-suite to technical stakeholders, crafting high-value account strategies, driving product adoption, and mitigating risk to ensure long-term customer health and regional revenue growth. • Key Responsibilities & Daily Duties: - Account Planning & Strategy: Document and execute comprehensive strategy plans within assigned node, including relationship mapping, identifying revenue opportunities, and driving adoption of sponsorship programs - Account Expansion & Lead Gen: Expand executive reach through Executive Business Reviews (EBRs) and value-based reporting; 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 customer priorities and pain points - Churn Prevention: Act as a trusted advisor creating sticky relationships; leverage executive relationships to nurture accounts at decision-maker levels 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; negotiate logo rights and manage terms ensuring favorable outcomes, particularly across e-commerce verticals - Collaboration: Partner closely with Sales, Sales Engineering, and Marketing to provide Voice of the Customer (VOC) feedback to align product roadmaps with regional needs • Required Qualifications, Skills & Experience: - Proven Account Management and strategic Customer Success experience, ideally within CDN, PaaS, or Cybersecurity industries - Strategic mindset with a track record of driving revenue through up-selling and cross-selling, and navigating complex parent-subsidiary account structures - Confident relationship builder skilled at managing C-level relationships and conducting high-impact customer meetings, workshops, and roundtables - Valued technical literacy with ability to align technical concepts with business value and customer goals - Operational excellence, highly organized with strong attention to detail and project management skills; ability to work autonomously in a fast-paced environment with a self-starter mindset - Exceptional verbal and written communication skills - Customer success orientation demonstrating responsiveness and timely execution • Working Hours, Shifts & Location Details: - Hours: Core business hours - Location: London, UK (Hybrid role) - Travel: Periodic travel across the UK and Europe required to engage with customers in person • Compensation & Benefits: - Supportive workplace culture with active backing of open source projects and charitable causes - Comprehensive equal opportunity employment environment • Application Instructions: - Submit a fully completed application along with resume/CV via official careers channels