VP, Global Customer Success

Fastly • San Francisco, NY

4d • Hybrid

About The Position

As the VP, Global Account Management, you will architect our post-sales growth engine. This is a transformative leadership role designed for a "builder" who can shepherd our Account Management organization into a proactive, world-class strategic function. You will lead the global team responsible for the health, retention, and expansion of our most prestigious enterprise accounts.

Requirements

• 15+ years of leadership in Account Management, Customer Success, or customer-facing organization within the SaaS, Cloud, or Edge Computing space.
• A deep understanding of Internet infrastructure (CDN, Security, Cloud, and Edge computing). You should be comfortable discussing technical stack optimizations and business ROI in the same breath.
• A proven track record of scaling global teams and implementing the processes, playbooks, and tech stacks (e.g., Salesforce, Gainsight) required for hyper-growth.
• Expert-level experience in high-stakes, multi-million dollar contract negotiations and renewals.
• The "organizational savvy" to navigate a matrixed environment and the agility to lead a team through rapid industry shifts.
• BA/BS preferred; an MBA or equivalent advanced degree is highly preferred.

Responsibilities

• Scale the Future: Design and execute a 5-year strategic roadmap for the Global Account Management org, transitioning the team from a reactive support posture to a proactive, value-driven growth engine.
• Drive Net Retention (NRR): Own the global strategy for renewals and upsells, ensuring consistent revenue growth and identifying untapped opportunities within our existing enterprise base.
• Build a Data-Driven Culture: Lead the development of a programmatic approach to customer health. You’ll leverage metrics and account plans to turn "customer satisfaction" into "customer advocacy."
• Architect Cross-Functional Synergy: Bridge the gap between Sales, Product, and Support. You will ensure the "voice of the customer" directly influences our product roadmap and operational efficiency.
• Executive Stewardship: Act as the executive sponsor for our most strategic global accounts, leading complex negotiations and fostering C-suite relationships that solidify Fastly as a trusted long-term partner.
• Mentor & Mobilize: Recruit, develop, and inspire a high-performing global team. You aren’t just managing managers; you are building a culture of excellence and continuous professional development.

Benefits

• 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 2026, we offer 12 paid local holidays, 12 paid company wellness days.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 501-1,000 employees