Senior Customer Success Manager

Senior 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.

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Fastly is looking for a Senior Customer Success Manager based in Mumbai, India to join the team, nurture strong commercial and strategic business relationships with a major telco partner in the region. This role blends enterprise account management, partner enablement and product commercialization for CDN/edge infrastructure delivered via a carrier/partner model. The ideal candidate has experience working with telcos or large platform partners to launch and scale CDN or edge services and can enable sales teams and product partners to drive net-new logos, renewals, upsell and cross-sell.

The Senior Customer Success Manager will be managing a portfolio of Enterprise customer relationships from C-Level down, you'll have a proven track record in building high value and impact relationships, and have experience running upsell and cross sell opportunities. You'll develop account health and lead customer advocacy across Fastly's Enterprise, partnering with our Sales, Customer Support, Product and Technical teams. You will bring a growth mindset to the role and drive deeper, wider relationships to secure and grow revenue and drive product adoption. You will need to be highly organized, experienced at delivering business reviews and an expert in building and executing on successful account strategies. Success in this role directly ties to the value we provide our customers.

This is a great opportunity for someone with the skills, energy and confidence to work autonomously in the region - and ultimately to define great account management and customer success practices in the region.

JioCDN is Jio Platforms' carrier-grade content delivery service that provides low-latency, high-scale content and application delivery across India for both Jio's internal businesses and external enterprise customers. Fastly is the strategic infrastructure partner powering JioCDN's edge delivery capabilities while Jio Platforms commercializes and operates the service. The Senior Customer Success Manager will serve as the primary commercial interface between Fastly and Jio Platforms' group companies and their customers — enabling joint go-to-market execution, driving adoption of the JioCDN offering, and coordinating cross-functional efforts to win new logos and expand existing accounts.

What You'll Do:

• Own and grow a portfolio of strategic telco partner and subsidiary accounts; drive new bookings, revenue, renewals and contract expansion.
• Act as the primary commercial contact for partner stakeholders and their internal customer organizations; monitor account health and secure executive sponsorship.
• Enable partner enterprise sales teams and channel stakeholders to position, sell and adopt JioCDN-powered solutions; lead enablement activities, workshops, roundtables and speaking engagements.
• Develop account strategies and executive engagement plans; run Monthly and Quarterly Business Reviews to measure adoption, highlight new initiatives, and surface growth opportunities.
• Translate customer and partner business needs into adoption plans; coordinate cross-functional Fastly resources (sales, solutions engineering, professional services, product, engineering, support, finance) to unblock deployments and commercial progress.
• Identify, qualify and drive upsell, cross-sell and net-new business opportunities in collaboration with Fastly Sales and Solutions teams; cross-sell Fastly solutions to increase usage.
• Advocate telco partner and customer feedback into Fastly product and go-to-market planning; collaborate with product, marketing and sales to improve ongoing customer support.
• Manage complex, multi-threaded commercial programs and timelines across organizations; engage customers both remotely and in person and bring in subject matter experts as needed.
• Travel across India as required for partner and customer engagement.

What We're Looking For:

• 10+ years enterprise account management / customer success, partner/alliances management, or strategic sales experience with carrier, telco, or platform partners in India.
• Direct experience launching, commercializing, or scaling CDN, edge, or related infrastructure services (CDN/PAAS/web delivery/cloud/networking/security) with telcos or large partners.
• Proven track record driving revenue via new-logo acquisition, renewals, upsell and cross-sell motions.
• Strong stakeholder management and executive engagement; comfortable presenting to technical and business audiences and running customer meetings/demos.
• Technical fluency across web/app security, CDN, networking, cloud infrastructure or related technologies, with the ability to translate technical capabilities into business value.
• Demonstrated ability to coordinate cross-functional teams and manage complex, multi-threaded programs to successful outcomes.
• Exceptional customer-facing, presentation and project management skills; high attention to detail and ability to prioritize in a fast-moving, multitasking environment.
• Self-starter, independent, disciplined, highly organized, with excellent verbal and written communication in English (local language skills a plus).

Work Hours:

• Core business hours: 9:00 AM – 6:00 PM IST.

Work Location(s) & Travel Requirements:

This position is a remote role and open to candidates residing in the following locations:

• Mumbai, Maharashtra, India (*required*)
• Regular travel across India as required by your role and requested by your manager.

Benefits:

We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with Fastly. Curious about our offerings?

We offer a comprehensive benefits package designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change.

Why Fastly?

• We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside 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 we're 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.

We're 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 @ fastly.com or @ recruiting.fastly.com 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 View email address on click.appcast.io or View phone number on click.appcast.io.

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