Manager, Account Management

Fastly helps people stay better connected with the things they love.

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 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
• Demonstrated expertise in retention strategies, techniques, processes and measurements preferred

We’ll be super impressed if you have experience in any of these:

• 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

Work Hours:

• This position will require you to be available during core business hours.

Work Locations & Travel Requirements:

This position is open to both hybrid and remote.

The preferred locations for this position are:

• San Francisco, CA
• Denver, CO

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.

There is a strong preference for Hybrid near a local office. However, we may be willing to consider remote candidates within the US.

This position may require travel as required by your role or requested by your manager.

Salary:

The estimated range for On-Target Earnings for this role is $221,409 to $265,691. On-Target Earnings consists of a combination of annual base pay and sales compensation variable target. The standard pay split for this role (i.e. base pay vs. variable target %) is 75/25.

Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.

This role is eligible to participate in Fastly’s global sales compensation plan and may participate in Fastly’s equity program.

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 including 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 are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program. For 2025, we offer 11 paid local holidays, 11 paid company wellness days.