Customer Success Manager

About The Role

The Customer Success Manager is responsible for managing and developing a portfolio of existing Hosting.com customers. The role focuses on understanding who our customers are, what they use Hosting.com for, how satisfied they are, where risks exist, and where opportunities for retention, upsell, cross-sell, or infrastructure expansion may exist. The CSM acts as the customer relationship owner and internal voice of the customer. A key part of the role is to build account intelligence across assigned customers, especially top-spend and high-potential accounts, and identify where Hosting.com can provide additional value through hosting, domains, VPS, dedicated servers, bare metal, cloud infrastructure, or cost optimization.

What You'll Do

• Account Ownership & Customer Intelligence
• 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
• Understand each customer's business, industry, current Hosting.com products, spend level and future needs
• Build account plans for key customers, including risks, opportunities, stakeholders, and next actions
• Maintain accurate account information in CRM and internal systems
• Customer Relationship Management
• Build trusted relationships with operational, technical, and executive stakeholders
• Act as the primary commercial relationship contact for assigned accounts
• Understand customer goals, business priorities, and success measures
• Run regular customer check-ins and business reviews for priority accounts
• Ensure customers receive value from Hosting.com and remain satisfied
• Retention & Customer Health
• Monitor customer health, usage, engagement, support activity, and satisfaction
• Identify churn risks early and coordinate action plans to retain customers
• Escalate customer issues internally and ensure follow-through
• Expansion & Infrastructure Opportunity Discovery
• Identify opportunities for upsell, cross-sell, product expansion, and infrastructure migration
• Assess whether customers have cost, performance, support, scaling, or flexibility challenges with current providers
• Qualify opportunities using a structured discovery approach, including Situation, Pain, Impact, Critical Event, and Decision
• Handover to Technical Sales
• Reporting & Insights
• Track customer health, churn risk, expansion potential, engagement activity, and opportunity pipeline
• Report key insights from customers to leadership, Product, Support, Operations, and Sales
• Use customer data to identify trends, risks, and growth opportunities across the account base

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