Customer Success Manager

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hosting.com

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2003

☁️ SaaS

🤝 B2B

SaaS • B2B

hosting. com is a web hosting provider offering shared hosting, managed and unmanaged VPS, dedicated servers, WordPress-optimized and WooCommerce hosting, reseller plans, domains, SSL certificates, email hosting, and an AI sitebuilder. The company highlights speed, security, 24/7 human support, free migrations, modern infrastructure (AMD EPYC, NVMe, Anycast DNS), and services for individuals, agencies, and enterprises worldwide.

📋 Description

• 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.