Customer Success Manager

About the role

This position is focused on owning and growing a set of existing Hosting.com customer accounts. The main goal is to understand each customer’s profile, how they use Hosting.com services, how satisfied they are, where they may be at risk, and where there are opportunities to strengthen retention or expand the relationship through additional services and infrastructure.

As the customer-facing owner for assigned accounts, you will also act as the internal advocate for the customer. A major part of the job is creating a strong view of each account—especially high-value and high-potential customers—so the business can uncover ways to add value through hosting, domains, VPS, dedicated servers, bare metal, cloud infrastructure, and cost savings.

You will evaluate commercial and infrastructure opportunities and pass them to Technical Sales when a deeper technical review is needed. A core expectation is to contribute to a 10% increase in revenue from your portfolio through better retention, upsell, cross-sell, and qualified opportunities routed to Technical Sales.

Key responsibilities

• Take ownership of a defined portfolio of current Hosting.com customers.
• Rank accounts by spend, strategic importance, churn exposure, growth potential, region, and size of opportunity.
• Learn each customer’s business model, industry, active products, spending level, satisfaction, and future requirements.
• Create account plans for priority customers covering risks, opportunities, stakeholders, and next steps.
• Keep account details accurate in the CRM and other internal tools.
• Develop strong working relationships with operational, technical, and executive contacts.
• Serve as the main commercial contact for assigned customers.
• Understand customer objectives, business priorities, and measures of success.
• Conduct regular check-ins and business reviews for key accounts.
• Make sure customers are receiving value and remain satisfied with Hosting.com.
• Track health indicators, product usage, engagement, support activity, and satisfaction levels.
• Spot renewal and churn risks early and coordinate retention actions.
• Escalate customer problems internally and follow through until resolution.
• Partner with Support, Product, Operations, Sales, and Technical Sales to remove blockers.
• Identify chances to upsell, cross-sell, expand products, or migrate infrastructure.
• Assess whether customers are facing cost, performance, support, scaling, or flexibility issues with their current providers.
• Evaluate whether Hosting.com can lower infrastructure costs, improve service, or offer stronger infrastructure for equal or lower spend.
• Qualify opportunities using a structured discovery method covering Situation, Pain, Impact, Critical Event, and Decision.
• Recognize when a lead needs deeper technical discovery and route it appropriately.
• Prepare complete handovers for Technical Sales, including account background, current services, spend, pain points, outside providers, estimated opportunity value, timing, decision makers, and open technical questions.
• Support Technical Sales while preserving the commercial relationship and customer context.
• Monitor customer health, churn exposure, expansion potential, engagement activity, and pipeline status.
• Share customer insights with leadership, Product, Support, Operations, and Sales.
• Use customer data to surface trends, risks, and growth opportunities across the account base.

Requirements

• At least 3–5+ years of experience in Customer Success, Account Management, Sales, Customer Experience, or a similar customer-facing commercial role.
• Background in technology, SaaS, hosting, domains, cloud, infrastructure, or digital services.
• Strong ability to build relationships and manage stakeholders.
• Commercial thinking with the ability to spot retention and expansion opportunities.
• Ability to understand customer business models and turn needs into business opportunities.
• Strong communication, questioning, and discovery abilities.
• Comfort working with customer, usage, and revenue data with an analytical mindset.
• Experience using CRM tools and keeping account records structured and current.
• Capability to juggle multiple accounts and priorities in a fast-moving environment.
• Exposure to hosting, domains, VPS, dedicated servers, bare metal, cloud infrastructure, or managed services.
• Experience handling strategic or high-value accounts.
• Ability to work closely with technical sales, solution engineering, product, support, and operations teams.

Role focus

This is a relationship-led commercial role centered on account growth, retention, and customer health. It combines account management, customer success, opportunity qualification, and internal coordination across several teams.