VP, Global Customer Success

Posting Open Date: 3/20/2026

Anticipated Posting Close Date*: 5/20/2026

*Job posting may close early due to the volume of applicants.

 

VP, Global Customer Success

As the VP, Global Customer Success, you will architect our post-sales growth engine. This is a transformative leadership role designed for a "builder" who can shepherd our Customer Success 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.

 

What You'll Do: The Strategic Mission

Your primary objective is to ensure that every Fastly customer realizes the full value of our platform. You will:

• Scale the Future: Design and execute a 5-year strategic roadmap for the Global Customer Success 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.

 

What We're Looking For: What You’ll Need to Succeed

We are looking for a visionary leader who understands the technical nuances of the internet's "plumbing" but speaks the language of business value.

• The Experience: 15+ years of leadership in Account Management, Customer Success, or customer-facing organization within the SaaS, Cloud, or Edge Computing space.

• Domain Expertise: 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.

• The "Builder" Mindset: A proven track record of scaling global teams and implementing the processes, playbooks, and tech stacks (e.g., Salesforce, Gainsight) required for hyper-growth.

• Negotiation Prowess: Expert-level experience in high-stakes, multi-million dollar contract negotiations and renewals.

• Change Leadership: The "organizational savvy" to navigate a matrixed environment and the agility to lead a team through rapid industry shifts.

• Education: BA/BS preferred; an MBA or equivalent advanced degree is highly preferred.

 

Work Hours: 

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

 

Work Location(s) & Travel Requirements: 

This position is o