Customer Success Manager

5 hours, 10 minutes ago
Full-time
Mid Level
Customer and Technical Support
HOSTING

HOSTING

HOSTING provides high-performance managed cloud hosting services, specializing in the design, migration, and management of cloud environments for businesses across various industries, ensuring optimal speed, reliability, and security through premium ha...

IT Services
251-1K
Founded 1997

Description

  • Manage a defined portfolio of existing Hosting.com customer accounts.
  • Prioritize accounts based on spend, strategic value, churn risk, growth potential, region, and opportunity size.
  • Build account plans for key customers, including risks, opportunities, stakeholders, and next actions.
  • Build trusted relationships with operational, technical, and executive stakeholders and act as the primary commercial contact.
  • Run regular customer check-ins and business reviews for priority accounts.
  • Monitor customer health, usage, engagement, support activity, and satisfaction to identify churn risks early.
  • Coordinate internal action plans and escalate customer issues to retain accounts and remove blockers.
  • Identify upsell, cross-sell, product expansion, and infrastructure migration opportunities.
  • Qualify commercial and infrastructure opportunities using structured discovery and hand over qualified opportunities to Technical Sales.
  • Track customer health, churn risk, expansion potential, engagement activity, and opportunity pipeline, and share insights with internal teams.

Requirements

  • 3–5+ years of experience in Customer Success, Account Management, Sales, Customer Experience, or another customer-facing commercial role.
  • Experience in technology, SaaS, hosting, domains, cloud, infrastructure, or digital services.
  • Strong relationship-building and stakeholder management skills.
  • Commercial mindset with the ability to identify growth and retention opportunities.
  • Ability to understand customer business models and translate needs into commercial opportunities.
  • Strong communication, questioning, and discovery skills.
  • Analytical mindset and confidence working with customer, usage, and revenue data.
  • Experience using CRM systems and maintaining structured account records.
  • Ability to manage multiple accounts and priorities in a fast-moving environment.
  • Experience with hosting, domains, VPS, dedicated servers, bare metal, cloud infrastructure, or managed services.
  • Experience managing strategic or high-value accounts.
  • Experience collaborating with technical sales, solution engineering, product, support, and operations teams.

Interested in this position?

Apply directly on the company website

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