Manager, Account Management

Fastly
Summary
Join Fastly's Account Management team as a Manager and lead a segment of the team to achieve optimal customer growth and retention. You will oversee customer relationships throughout the entire lifecycle, from onboarding to execution, driving high-value activities and fostering strong executive relationships. Responsibilities include team development, data integrity, and addressing client needs. You will create data-driven strategies to mitigate risks and maximize retention, identify growth opportunities within existing accounts, and build a high-performing work environment. The role also involves collaborating with other departments and acting as a point of escalation for high-priority issues. This hybrid or remote position offers a competitive salary and benefits package.
Requirements
- A minimum of 2+ years of relevant experience leading people associated with management of client relationships and / or Sales preferred
- Demonstrated experience and success in handling client relationships either on a primary or secondary basis
- Success as a relationship builder and collaborator with amazing verbal and written communication skills
- Proficiency in the use of related software and computer tools
- Ability to travel (10%+) to meet clients in order to support Quarterly Business Reviews and on site efforts to ensure client adoption and use of Fastly platform
- Strong analytical and problem solving skills
- Ability to motivate and challenge an account management team
- Exceptional listening and interpersonal skills with a high degree of approachability. Must possess the ability to work seamlessly in a team oriented environment
- Driven and passionate about leading, mentoring and developing teams
- Collaborative and results-oriented in a way that drives change and results across multiple departments with the customer experience always in mind
Responsibilities
- In collaboration with Senior Management, executes the overall growth, retention strategies and renewal metrics for all Fastly customers
- Helps drive initiatives that continually improve net retention rate by reducing customer churn and identifying and closing customer revenue growth opportunities
- Ensures that the team is maintaining quality customer relationships working towards achieving trusted advisor status with customers
- Create and follow data driven strategies, to ensure that we are effectively mitigating potential risks to maximize corporate retention rates
- Identifies and drives growth within existing accounts
- Hires, motivates, mentors, and retains top Account Management talent through industry networking events, professional networks, employee referrals, and social networks
- Ensures and measures teamβs effectiveness at proactively identifying customer risk, identifying areas for customer growth, and properly escalating issues
- Builds a high performance work environment by communicating job expectations, establishing and monitoring metrics, and appraising staff results
- Authors and delivers staff training and educational presentations designed to build team strengths and develop skills around onboarding, retention, account management, and value-selling strategies
- Maintains working relationships with key management and staff in lateral departments including but not limited to: Prospect Sales, Marketing, Professional Services and Finance
- Ensures achievement of goals for customer retention by acting as point of escalation in handling high priority customer service issues, contractual negotiations and outstanding account receivables
- Assists AMs in identifying strategies for growth through ongoing Strategic Account Planning, Executive Engagement, and Account Reviews with the primary goal of increasing Customer retention
Preferred Qualifications
- A good understanding of the CDN space is preferred, but not necessary. Tech savvy, and the ability βtalk the talkβ about web-based technologies
- Demonstrated expertise in retention strategies, techniques, processes and measurements preferred
- BS/BA degree desired; or equivalent combination of education and experience
- A minimum of 5 years of experience in an Account Management or Sales role
Benefits
- Medical, dental, and vision insurance
- Family planning, mental health support along with Employee Assistance Program
- Insurance (Life, Disability, and Accident)
- A Flexible Vacation policy and up to 18 days of accrued paid sick leave
- 401(k) (including company match)
- An Employee Stock Purchase Program
- For 2025, we offer 11 paid local holidays, 11 paid company wellness days