Customer Success Manager

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.

Posting Open Date: 11-10-26

Anticipated Posting Close Date*: 12-10-26

*Job posting may close early due to the volume of applicants.

Customer Success Manager

Fastly is passionate about helping our customers succeed. If you are a good communicator who enjoys creating relationships and solving problems, we want you. 

The Customer Success Manager will be part of our growing Customer Success team and work with Sales, Customer Support, Product and technical teams to provide our customers a seamless experience. You will be responsible for creating and managing high impact customer relationships, maintaining account health, providing product feedback and being a customer advocate. In this role, you will work with internal and external stakeholders and will need to balance multiple requests. Success in this role directly ties to the value we provide our customers.

What You'll Do:

• Partners with Sales to focus on overall relationship with a group of Fastly’s most complex clients 

• Develop and execute comprehensive account strategy, attaining buy-in and alignment from customer 

• Deep understanding of account and strategy - Able to map a complex organization, develop and execute against a strategy. Develop strong customer connections with executive stakeholders across multiple business units and levels within a company

• Long term vision - Create thoughtful and creative retention strategies, maximizing Fastly value, tying all conversations to business impact, and incorporating account strategy goals. Create long term, quality customer interactions with consistency

• Lead internal account team strategy, ensuring all team members are in-sync on approach, current status, account renewals, and actions required

• Delight customers by demonstrating responsiveness and ensuring timely responses

• Proactively engage and influence internal and external partners, providing expertise and suggesting new ideas. Utilize consultative discussions to uncover customer pain points and understand how Fastly can address them

• Identify, qualify and close opportunities for customer growth

• Establish joint success plans based on a deep understanding of goals, stakeholders, and business impact.

• Develop and execute Quarterly Business Reviews within the assigned client base.  

• Collaborate with the product, marketing, client services and sales teams to provide the voice of the customer internally, becoming known as the go-to expert on the customer

• Consistently share knowledge of industry, company, trends, and solutions

• Customer Success Manager could be paged in the event their customer submits an emergency ticket to help coordinate response internally

What We're Looking For: 

• Bachelor's degree or equivalent in related field of study

• At least 3 years of enterprise customer management experience in a technology firm

• Strong project management skills, high detail orientation and exceptional organization skills: Comfortable developing and implementing multi-step plans and coordinating the appropriate parties. Can find answers quickly and provide thorough information

• Thrives in a multi-tasking environment, with an ability to adjust priorities: Able to complete customer facing and internal projects on-time with high quality

• Excellent writing and communication skills: Provides clear communication to develop custom