Enterprise Customer Success Manager

About the role

Fastly is seeking an experienced professional to manage high-value client relationships within our Edge Cloud Platform ecosystem. You will act as a strategic partner to enterprise accounts, ensuring they maximize the value of our delivery, security, and compute solutions. In this capacity, you will own the end-to-end relationship health for assigned accounts, identifying and driving strategic initiatives that align with their digital transformation goals. You will translate complex platform capabilities into clear business outcomes, demonstrating how our Edge Cloud directly impacts their key performance indicators. The role requires a proactive mindset to anticipate client needs and mitigate risks before they escalate into operational issues. You will leverage data-driven insights to influence roadmap discussions and ensure our solutions remain central to their competitive strategy. This position is critical for fostering long-term loyalty and expanding the footprint of Fastly within the enterprise portfolio.

Key facts

What you'll do

• Assume ownership of the strategic account plan, ensuring all stakeholders are aligned with the success metrics and adoption targets.
• Drive the optimization of client infrastructure by conducting deep technical reviews in partnership with Fastly's engineering and security specialists.
• Uncover new revenue opportunities by identifying expansion use cases across the delivery, security, and compute suites sold to the account.
• Orchestrate the execution of quarterly business reviews, preparing compelling narratives that highlight platform value and future potential.
• Act as the central coordinator for complex technical escalations, ensuring timely resolution through collaboration with internal support and product teams.
• Translate ambiguous client requests into clear product requirements, bridging the gap between customer needs and engineering deliverables.
• Monitor the health of the digital ecosystem using platform analytics, flagging anomalies and proposing corrective actions to maintain performance SLAs.
• Develop and maintain a robust understanding of each account's organizational structure, including economic buyers, technical users, and champion sponsors.
• Leverage CRM tools meticulously to document interactions, track sentiment, and forecast revenue opportunities within the sales pipeline.
• Contribute to the creation of tailored success plans that outline milestones, training requirements, and adoption benchmarks for each client.
• Serve as the primary link for executive sponsors, ensuring transparency and confidence in Fastly's ability to deliver on its promises.
• Facilitate knowledge transfer sessions with client teams, ensuring they can fully utilize the platform's advanced features and reporting capabilities.

Requirements

• You possess a proven track record of managing enterprise-level accounts within the technology or SaaS sector, with a focus on high-touch customer success.
• You have a deep understanding of web architecture, content delivery networks, and cloud security concepts, allowing you to engage intelligently with technical stakeholders.
• You excel at communicating complex platform capabilities to both executive stakeholders and technical teams, tailoring your message for the audience.
• You demonstrate strong analytical skills, interpreting usage data and platform metrics to derive actionable recommendations that drive expansion.
• You are fluent in English, which is required to support our regional client base and ensure clear communication across all touchpoints.
• You hold the legal right to work in the United Arab Emirates, ensuring immediate onboarding and compliance with local regulations.
• You thrive in a global environment, collaborating effectively with cross-functional teams to support a diverse range of industries.
• You possess a foundational knowledge of digital infrastructure, including the demands placed on streaming, ecommerce, and financial services platforms.

Practical notes

• This is a full-time engagement requiring standard working hours as dictated by the global organization.
• The role involves working with a global team to support a diverse range of industries including streaming, ecommerce, and financial services.
• Applicants must possess the legal right to work in the United Arab Emirates.
• No specific travel, visa, or deadline information is provided in the source material beyond the requirement for local work authorization.