Senior Customer Success Manager

Summary:

Fastly is looking for a Senior Customer Success Manager based in Mumbai, India to join the team, nurture strong commercial and strategic business relationships with a major telco partner in the region. This role blends enterprise account management, partner enablement and product commercialization for CDN/edge infrastructure delivered via a carrier/partner model. The ideal candidate has experience working with telcos or large platform partners to launch and scale CDN or edge services and can enable sales teams and product partners to drive net-new logos, renewals, upsell and cross-sell.

What You'll Do:

• Own and grow a portfolio of strategic telco partner and subsidiary accounts; drive new bookings, revenue, renewals and contract expansion.
• Act as the primary commercial contact for partner stakeholders and their internal customer organizations; monitor account health and secure executive sponsorship.
• Enable partner enterprise sales teams and channel stakeholders to position, sell and adopt JioCDN-powered solutions; lead enablement activities, workshops, roundtables and speaking engagements.
• Develop account strategies and executive engagement plans; run Monthly and Quarterly Business Reviews to measure adoption, highlight new initiatives, and surface growth opportunities.
• Translate customer and partner business needs into adoption plans; coordinate cross-functional Fastly resources (sales, solutions engineering, professional services, product, engineering, support, finance) to unblock deployments and commercial progress.
• Identify, qualify and drive upsell, cross-sell and net-new business opportunities in collaboration with Fastly Sales and Solutions teams; cross-sell Fastly solutions to increase usage.
• Advocate telco partner and customer feedback into Fastly product and go-to-market planning; collaborate with product, marketing and sales to improve ongoing customer support.
• Manage complex, multi-threaded commercial programs and timelines across organizations; engage customers both remotely and in person and bring in subject matter experts as needed.
• Travel across India as required for partner and customer engagement.

What We're Looking For:

• 10+ years enterprise account management / customer success, partner/alliances management, or strategic sales experience with carrier, telco, or platform partners in India.
• Direct experience launching, commercializing, or scaling CDN, edge, or related infrastructure services (CDN/PAAS/web delivery/cloud/networking/security) with telcos or large partners.
• Proven track record driving revenue via new-logo acquisition, renewals, upsell and cross-sell motions.
• Strong stakeholder management and executive engagement; comfortable presenting to technical and business audiences and running customer meetings/demos.
• Technical fluency across web/app security, CDN, networking, cloud infrastructure or related technologies, with the ability to translate technical capabilities into business value.
• Demonstrated ability to coordinate cross-functional teams and manage complex, multi-threaded programs to successful outcomes.
• Exceptional customer-facing, presentation and project management skills; high attention to detail and ability to prioritize in a fast-moving, multitasking environment.
• Self-starter, independent, disciplined, highly organized, with excellent verbal and written communication in English (local language skills a plus).