Manager, Account Management

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 Vimeo, Pinterest, The New York Times, and GitHub.

We're building a more trustworthy Internet. Come join us.

Posting Open Date: 5/2/25

Anticipated Posting Close Date*: 6/30/25

*Job posting may close early due to the volume of applicants.

Manager, Account Management

Fastly is passionate about helping our customers succeed. If you are a good communicator who enjoys developing processes and people, creating relationships and solving problems, we want you. 

The Manager, Account Management is responsible for providing effective leadership to a segment of the Account Management team to ensure optimal customer growth and retention through positive and dedicated engagement of Fastly’s client base. Overseeing Fastly’s customers, this person is responsible for driving high value activities (through the team of AMs) across the entire customer life cycle including onboarding, implementation and execution. Key activities include management and development of external executive relationships, accountability to data integrity and performance results, and monitoring resources available to provide appropriate responses to client business needs and system support issues.

What You'll Do:

• 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

What We're Looking For: 

• 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
• A good understanding of the CDN space is preferred, but not necessary. Tech savvy, and the ability “talk the talk” about web-based technologies
• 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 t