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VP of Customer Success and Performance

2 months ago

New York, New York, United States Fastly Full time
About the Role

Fastly is seeking an experienced professional to lead our Customer Performance Operations and Strategy efforts. As a key member of our team, you will be responsible for driving business growth and customer satisfaction through the development and implementation of strategic initiatives.

Key Responsibilities
  • Drive Business Growth: Develop and execute strategies to drive revenue growth and customer retention for our top customers.
  • Lead Cross-Functional Teams: Collaborate with engineering, revenue, and business systems teams to define and track metrics, tools, and processes that drive customer success.
  • Identify and Resolve Performance Issues: Proactively identify and resolve performance issues affecting our customers, ensuring a seamless experience.
  • Develop and Implement Process Improvements: Identify areas for process improvement and collaborate with relevant teams to implement changes that enhance customer experience and internal efficiency.
  • Represent the CTO: Serve as a strategic advisor to engineering and infrastructure teams, providing subject matter expertise and representing the CTO in internal meetings.
Requirements
  • 15+ Years of Experience: Operating highly available distributed systems and supporting mission-critical infrastructure, with direct experience in CDN or Web Application and API Security companies a plus.
  • Cross-Functional Experience: Strong influencing skills and ability to get things done with teams that don't report directly to you.
  • Strong Communication and Executive Presentation Skills: Experience working with senior management, both at Fastly and customers/partners.
  • Process and Detail-Oriented: Focus on results and outcomes, not just process adherence.
  • Ability to Operate with Ambiguity: Remain calm under pressure and adapt to changing circumstances.
What We Offer
  • Competitive Salary: Estimated salary range for this position is $239,640 to $332,840.
  • Equity and Discretionary Bonus Programs: Eligible to participate in Fastly's equity and discretionary bonus programs.
  • Comprehensive Benefits Package: Medical, dental, and vision insurance, family planning, mental health support, and more.