Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Oversee a designated portfolio of existing Hosting.com customer accounts.

• Rank accounts according to spending, strategic importance, churn risk, growth potential, geographic location, and opportunity size.

• Gain insights into each customer's business, industry, current Hosting.com products, expenditure level, satisfaction, and future requirements.

• Develop account plans for key customers, incorporating risks, opportunities, stakeholders, and subsequent actions.

• Ensure accurate account data is maintained in CRM and internal systems.

• Establish trusted relationships with operational, technical, and executive stakeholders.

• Serve as the primary commercial relationship point of contact for assigned accounts.

• Comprehend customer goals, business priorities, and success metrics.

• Conduct regular customer check-ins and business reviews for priority accounts.

• Guarantee that customers derive value from Hosting.com and maintain satisfaction.

• Monitor customer health, usage, engagement, support interactions, and overall satisfaction.

• Detect churn risks early and implement action plans to retain customers.

• Escalate customer issues internally and ensure follow-through actions.

• Collaborate with Support, Product, Operations, Sales, and Technical Sales to address any obstacles.

• Spot opportunities for upselling, cross-selling, product expansion, and infrastructure migration.

• Evaluate whether customers face challenges related to cost, performance, support, scaling, or flexibility with current providers.

• Determine if Hosting.com could lower customer infrastructure costs, enhance service, or offer superior infrastructure for the same or reduced expenditure.

• Validate opportunities using a structured discovery framework, including Situation, Pain, Impact, Critical Event, and Decision.

• Recognize when an opportunity necessitates deeper technical exploration.

• Prepare comprehensive handovers for Technical Sales, detailing customer background, current products, expenditure, pain points, external providers, estimated opportunity size, timeline, decision makers, and unresolved technical inquiries.

• Assist Technical Sales throughout the opportunity process by sustaining the customer relationship and commercial context.

• Monitor customer health, churn risk, expansion potential, engagement activities, and opportunity pipeline.

• Share critical customer insights with leadership, Product, Support, Operations, and Sales teams.

• Utilize 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 a similar customer-facing commercial role.

• Background in technology, SaaS, hosting, domains, cloud, infrastructure, or digital services.

• Exceptional relationship-building and stakeholder management abilities.

• Commercial acumen with the capacity to pinpoint growth and retention opportunities.

• Proficient in understanding customer business models and translating needs into commercial prospects.

• Strong communication, questioning, and investigative skills.

• Analytical mindset and confidence in working with customer, usage, and revenue data.

• Familiarity with CRM systems and maintaining organized account records.

• Ability to manage multiple accounts and priorities in a dynamic environment.

• Experience with hosting, domains, VPS, dedicated servers, bare metal, cloud infrastructure, or managed services.

• Proven experience in managing strategic or high-value accounts.

• Experience collaborating with technical sales, solution engineering, product, support, and operations teams.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Collaborative and innovative work environment.