Customer Success Manager

About the Role

This position is focused on overseeing and growing a portfolio of existing customers for Hosting.com. The person in this role will work to understand each account’s business, the services they use, how satisfied they are, where risks may be building, and where there may be room to improve retention, expand usage, or add more services.

As the main owner of the customer relationship, this role serves as the customer’s internal advocate. A major part of the job is developing strong account insight, especially for high-value and high-potential customers, and spotting ways Hosting.com can deliver more value through hosting, domains, VPS, dedicated servers, bare metal, cloud infrastructure, or cost efficiency improvements.

The Customer Success Manager will qualify commercial and infrastructure opportunities and pass them to Technical Sales when a deeper technical review is needed.

This role is expected to contribute to a 10% increase in revenue across the assigned portfolio through better retention, upsell, cross-sell, and qualified infrastructure opportunities passed to Technical Sales.

Key Responsibilities

• Own and manage a defined set of current Hosting.com customer accounts.
• Prioritize accounts using factors such as spend, strategic importance, churn risk, growth potential, region, and opportunity size.
• Learn each customer’s business, sector, current Hosting.com products, spending level, and future requirements.
• Create account plans for important customers, covering risks, opportunities, stakeholders, and next steps.
• Keep CRM and internal records accurate and up to date.
• Develop trusted relationships with operational, technical, and executive stakeholders.
• Act as the primary commercial point of contact for assigned accounts.
• Understand customer objectives, business priorities, and measures of success.
• Conduct regular check-ins and business reviews for priority accounts.
• Ensure customers are realizing value from Hosting.com and remain satisfied with the service.
• Track customer health, product usage, engagement, support activity, and satisfaction levels.
• Spot churn risks early and coordinate retention actions.
• Escalate customer issues internally and follow them through to resolution.
• Coordinate with Support, Product, Operations, Sales, and Technical Sales to remove blockers.
• Identify opportunities for upsell, cross-sell, product growth, and infrastructure migration.
• Assess whether customers are facing challenges related to cost, performance, support, scalability, or flexibility with their current provider.
• Determine whether Hosting.com can lower infrastructure cost, improve service quality, or offer better infrastructure for equal or lower spend.
• Qualify opportunities using a structured discovery framework covering Situation, Pain, Impact, Critical Event, and Decision.
• Recognize when an opportunity needs deeper technical discovery.
• Prepare detailed handovers for Technical Sales, including customer context, current products, spend, outside providers, estimated opportunity size, timeline, decision makers, and open technical questions.
• Support Technical Sales during the opportunity lifecycle by maintaining the customer relationship and commercial context.
• Monitor customer health, churn risk, expansion potential, engagement activity, and pipeline status.
• Share customer insights with leadership, Product, Support, Operations, and Sales.
• Use account data to identify trends, risks, and growth opportunities across the customer base.

Requirements

• At least 3 to 5+ years of experience in Customer Success, Account Management, Sales, Customer Experience, or another customer-facing commercial role.
• Background in technology, SaaS, hosting, domains, cloud, infrastructure, or digital services.
• Strong relationship-building and stakeholder management abilities.
• Commercially minded with the ability to spot retention and growth opportunities.
• Capable of understanding customer business models and turning needs into commercial opportunities.
• Strong communication, questioning, and discovery skills.
• Analytical mindset with confidence working from customer, usage, and revenue data.
• Experience using CRM platforms and maintaining structured account records.
• Ability to handle multiple accounts and priorities in a fast-paced environment.
• Exposure to hosting, domains, VPS, dedicated servers, bare metal, cloud infrastructure, or managed services.
• Experience managing strategic or high-value accounts.
• Ability to work effectively with technical sales, solution engineering, product, support, and operations teams.

Additional Information

This is a full-time onsite position based in the United States. No stipend, salary, start date, application deadline, or vacancy count was specified in the source material.