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 management and development, ensuring data integrity, and responding to client needs. You will collaborate with senior management on growth strategies and work to improve net retention rates. The role also involves hiring, mentoring, and retaining top talent, building a high-performance work environment, and delivering staff training. This position requires strong leadership, communication, and analytical skills, along with experience in client relationship management and retention strategies.

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) and an Employee Stock Purchase Program
• For 2025, we offer 11 paid local holidays, 11 paid company wellness days