Customer Success Manager

Hosting.com is a company focused on providing hosting and cloud infrastructure solutions. The Customer Success Manager will manage and develop a portfolio of existing customers, ensuring satisfaction and identifying opportunities for retention and growth.

Responsibilities:

• 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
• 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
• 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
• Work with Support, Product, Operations, Sales, and Technical Sales to resolve blockers
• Identify opportunities for upsell, cross-sell, product expansion, and infrastructure migration
• Understand whether customers have cost, performance, support, scaling, or flexibility challenges with current providers
• Assess whether Hosting.com could reduce customer infrastructure costs, improve service, or provide better infrastructure for the same or lower spend
• Qualify opportunities using a structured discovery approach, including Situation, Pain, Impact, Critical Event, and Decision
• Identify when an opportunity requires deeper technical discovery
• Prepare clear handovers for Technical Sales, including customer background, current products, spend, external providers, estimated opportunity size, timeline, decision makers, and open technical questions
• Support Technical Sales through the opportunity process by maintaining the customer relationship and commercial context
• 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