Senior Customer Success Manager

About Fastly: Fastly (fastly.com) is a premier enterprise edge computing innovator, content delivery network (CDN) architect, and web security provider operating on an absolute mission to build a faster, safer, and more trustworthy programmable internet. Designed to support agile software engineering workflows, Fastly modern edge cloud platform processes, serves, and secures complex enterprise applications as close to their end-users as possible—at the edge of the Internet. Trusted by global digital trailblazers including GitHub, Yelp, Paramount, and JetBlue, our global infrastructure scales connectivity securely and reliably. Fastly equips senior strategic alliance builders with an uncompromised commercial canvas to navigate mega-scale telecom partnerships, deploy carrier-grade data delivery frameworks, and commercialize edge infrastructure modules across rapidly growing consumer populations.

Position Overview

We are seeking a highly analytical, connection-obsessed, and systems-minded Senior Customer Success Manager to join our global partner operations matrix under an uncompromised full-time individual remote engagement framework open to seasoned telecom account builders based in Pune or Mumbai, India. Operating as the primary commercial interface between Fastly and our strategic telco partner, Jio Platforms, you will step up to claim true operational and strategic accountability over scaling the joint carrier-grade content delivery service (JioCDN). Shifting completely away from routine organic social media design, basic non-technical internal checklist checking, simple data logging, or passive helpdesk queue moderation, you will run an active partner enablement, cross-sell campaign execution, and global revenue governance laboratory—partnering face-to-face with enterprise C-level executives, solutions engineering architects, and internal product management divisions. This position requires an infrastructure commercialization veteran with 10+ years of enterprise alliance history who maps out complex go-to-market tracks fluidly natively using Technical Support advisory methodologies, configures high-yield ecosystem growth loops cleanly natively leveraging edge distribution parameters, and commands multi-threaded telecom program timelines confidently under intense international market velocities.

Key Responsibilities

• Strategic Partner Portfolio Ownership: Lead, grow, and protect an elite portfolio of strategic telco partner accounts and regional group subsidiaries, driving predictable contract expansions, renewals, and net-new bookings.
• JioCDN Commercial Enablement: Drive active joint go-to-market execution by training and enabling partner enterprise sales squads to position, sell, and implement premium JioCDN-powered architecture layers.
• Executive Engagement & QBR Governance: Establish robust executive sponsorship structures across partner frameworks, orchestrating detailed Monthly and Quarterly Business Reviews to audit adoption health and surface upside margins.
• Cross-Functional Alignment Triage: Coordinate multi-layered internal Fastly resource pools (including sales, solutions engineering, professional services, support, and finance) to streamline complex account deployments.
• Upsell and Cross-Sell Optimization: Identify, qualify, and execute continuous usage expansion opportunities, cross-selling advanced web security, networking, and cloud edge solutions across the broader enterprise ecosystem.
• Voice of Partner Product Advocacy: Aggregate deep technical feedback from localized markets, translating regional telecom realities into structured requirements for Fastly engineering and product planning tracks.

Required Skills & Qualifications

• A minimum of 10 years of verified professional history leading enterprise account management, customer success management, strategic sales, or alliance governance with Tier-1 carriers, telcos, or large-scale digital platforms in India.
• Direct operational experience launching, commercializing, or scaling high-performance CDN, cloud networking, web delivery, PaaS, or advanced cybersecurity infrastructure models.
• Proven commercial track record executing full-cycle enterprise monetization motions, including structured renewals, up-selling, and cross-channel logo acquisitions.
• Technical fluency across cloud-edge computing, app security architectures, network protocols, and core CDN configurations with a strong capacity to convert technical metrics into business value natively using Technical Support frameworks.
• Superb project management and multi-threaded program coordination capabilities, showing flawless execution across complex cross-organizational milestones.
• Excellent verbal and written English communication talent, paired with a self-disciplined, highly autonomous mindset built for distributed remote work.
• Location Context: Position is structured as a remote track for candidates living in Pune or Mumbai, India, with requirements for regular domestic travel across the country to interface with partner teams.

Preferred Strategic Indicators (Nice to Have)

• Prior experience handling dual-branded carrier-grade service solutions or large-scale channel reseller networks in the APAC enterprise tech corridor.
• Conversational fluency or masterly communication skills across localized Indian regional languages to enhance deep executive relationships.
• A proactive, highly structured growth mindset proven to independently design and implement localized enterprise account blueprints with minimal corporate direction.

What We Offer

• Vetted, Market-Leading Infrastructure Growth Blueprint: An exceptionally premium enterprise salary package matched accurately to your strategic alliance history, combined with performance-linked upside structures.
• The spectacular corporate canvas to spearhead a landmark edge computing partnership with one of India largest digital telecommunications groups.
• Profound work-from-home remote parameters offering a flexible virtual environment, zero daily office commuting bottlenecks, and complete personal schedule execution freedom within core hours (9:00 AM – 6:00 PM IST).
• Comprehensive global health insurance perks and wellness frameworks launching on day one of your individual employment.
• An inclusive, highly passionate, and deeply diverse technical team culture that fosters authentic engineering experimentation and humble, sharp cross-border execution.