Customer Success Manager

About Us

We've got an incredible brand -- now we're busy creating the legend behind it. At hosting.com, we've set out to redefine the new standard for what web hosting should be — one that is authentically human, deeply trusted, and built on shared success.

Our aim and promise is bold: to become the world's most trusted hosting company. If you're eager to contribute your time and talent to something bigger that people will talk about long after your work is done -- hosting.com is your place. If you want to do that work with and alongside incredible humans who care about each other, our customers and the work we do -- it's at hosting.com. If you believe the best success is always shared success, with your teammates, for your customers -- hosting.com is your next work home.

At hosting.com, we're not just hosting websites. Although we do a great job of that for millions of websites. We're helping our customers tell their stories and connect with their people. Creating product experiences that helps them do that. Being there when they need us. And earning trust, day by day, by showing up and giving our best.

All because we care ... about each other's success. Our team is 750+ strong and growing, spread across the globe. We can't do this alone. Come join the journey. And help us build something better, together.

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.

The CSM qualifies commercial and infrastructure opportunities and hands them over to Technical Sales when deeper technical discovery is required.

The CSM is expected to help grow revenue within their assigned customer portfolio by 10% through improved retention, upsell, cross-sell, and qualified infrastructure opportunities handed over to Technical Sales.

What You'll Do

1. 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, satisfaction, and future needs
• Build account plans for key customers, including risks, opportunities, stakeholders, and next actions
• Maintain accurate account information in CRM and internal system

2. 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

3. 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
• Work with Support, Product, Operations, Sales, and Technical Sales to resolve blockers

4. Expansion & Infrastructure Opportunity Discovery

• 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

5 . Handover to Technical Sales

• Identify when an opportunity requires deeper technical discovery
• Prepare clear handovers for Technical Sales, including customer background, current products, spend, pain points, 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
• Reporting and 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

Benefits

Why You'll Love It Here

• Be part of a global, purpose-driven team building one of the world's most trusted hosting companies.
• We are a fast moving, agile company. We are energetic, and we hustle. You should be able to move at pace and be self-motivated.

Our Values

• Be Pragmatic. Be Trusted. Be Energetic. Be Accountable. Be Respectful. Be Innovative.
• At Hosting.com, success is always shared — with our people, our customers, and our communities.