Manager, Account Management

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 team’s 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 “talk the talk” 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