Senior Customer Success Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of and expand a portfolio of strategic telco partner and subsidiary accounts; drive new bookings, revenue growth, renewals, and contract expansions.

• Serve as the main commercial contact for partner stakeholders and internal customer teams.

• Oversee account health and secure executive sponsorship.

• Empower partner enterprise sales teams and channel stakeholders to position, sell, and adopt JioCDN-powered solutions.

• Lead enablement initiatives, workshops, roundtables, and speaking engagements.

• Create account strategies and executive engagement plans.

• Conduct Monthly and Quarterly Business Reviews to assess adoption, highlight initiatives, and identify growth opportunities.

• Convert customer and partner business requirements into adoption plans.

• Coordinate efforts among Fastly’s sales, solutions engineering, professional services, product, engineering, support, and finance teams.

• Identify, qualify, and pursue upsell, cross-sell, and net-new business opportunities.

• Represent partner and customer feedback in product and go-to-market strategies.

• Manage intricate, multi-threaded commercial programs and timelines.

• Engage with customers both remotely and in-person.

• Travel across India as necessary for partner and customer interactions.

⛳️ Requirements

• Over 10 years of experience in enterprise account management, customer success, partner/alliances management, or strategic sales with carrier, telco, or platform partners in India.

• Direct experience in launching, commercializing, or scaling CDN, edge, or related infrastructure services (CDN/PAAS/web delivery/cloud/networking/security) with telcos or large partners.

• Proven success in driving revenue through new logo acquisition, renewals, upsell, and cross-sell initiatives.

• Strong stakeholder management and executive engagement skills; comfortable presenting to both technical and business audiences and conducting customer meetings/demos.

• Technical fluency in web/app security, CDN, networking, cloud infrastructure, or related technologies.

• Ability to translate technical capabilities into business value.

• Proficient in coordinating cross-functional teams and managing complex, multi-threaded programs.

• Outstanding customer-facing, presentation, and project management skills.

• High attention to detail with the ability to prioritize in a fast-paced, multitasking environment.

• Self-motivated, independent, disciplined, and highly organized.

• Excellent verbal and written communication skills in English; proficiency in local languages is a plus.

• Must be based in Mumbai, Maharashtra, India.

• Core business hours: 9:00 AM – 6:00 PM IST.

🏝️ Benefits

• Comprehensive benefits package tailored to meet the needs of employees.

• Benefits start on the first day of employment.

• Inclusive and diverse work environment.

• Reasonable accommodations for applicants and employees with disabilities.