Customer Success Manager

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

📋 Description

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

• Prioritize accounts based on expenditure, strategic significance, churn risk, potential for growth, geographical location, and size of opportunities.

• Gain a comprehensive understanding of each customer’s business, industry, current Hosting.com products, spending levels, and future requirements.

• Develop account plans for key clients, detailing risks, opportunities, stakeholders, and subsequent actions.

• Ensure precise account information is maintained within CRM and internal systems.

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

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

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

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

• Ensure customers derive value from Hosting.com and maintain a high level of satisfaction.

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

• Proactively identify churn risks and coordinate action plans for customer retention.

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

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

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

• Assess if customers face cost, performance, support, scaling, or flexibility challenges with current providers.

• Evaluate whether Hosting.com can reduce infrastructure costs for customers while enhancing service or providing superior infrastructure for similar or reduced spending.

• Qualify opportunities through a structured discovery process, including Situation, Pain, Impact, Critical Event, and Decision.

• Recognize when an opportunity necessitates deeper technical exploration.

• Prepare comprehensive handovers for Technical Sales, including customer background, current products, spending, external providers, estimated opportunity size, timelines, decision-makers, and outstanding technical queries.

• Assist Technical Sales during the opportunity process by maintaining the customer relationship and commercial context.

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

• Provide key insights from customers to leadership, Product, Support, Operations, and Sales.

• Utilize customer data to pinpoint trends, risks, and growth opportunities across the account portfolio.

⛳️ Requirements

• 3–5+ 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.

• Exceptional relationship-building and stakeholder management abilities.

• A commercial mindset with the capacity to identify growth and retention opportunities.

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

• Strong communication, questioning, and discovery skills.

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

• Experience with CRM systems and maintaining organized account records.

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

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

• Experience managing strategic or high-value accounts.

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

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Comprehensive health and wellness benefits.

• A collaborative and inclusive work environment.