Customer Success Associate - Agency Hosting

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 Associate (CSA) is responsible for building and maintaining strong, long-term relationships with existing customers across Hosting.com and its sub-brands, with a particular focus on WordPress hosting customers.

The role focuses on proactive customer engagement, understanding customer businesses and hosting environments, ensuring customer satisfaction, improving retention, and identifying opportunities to deliver additional value.

The CSA acts as the primary relationship owner and internal voice of the customer. Rather than waiting for customers to contact Support, the CSA proactively engages with customers to understand their needs, identify potential challenges, and help them get the most value from their hosting services.

A good working understanding of web hosting and WordPress infrastructure is important, enabling the CSM to confidently discuss hosting requirements, website performance, migrations, and infrastructure-related needs with customers.

Key Responsibilities

1. Customer Relationship Management

• Build and maintain trusted, long-term relationships with assigned customers.
• Proactively engage customers through regular check-ins, account reviews, and ongoing communication.
• Understand customers' businesses, websites, hosting requirements, and future plans.
• Develop relationships with business owners, digital agencies, developers, and technical stakeholders.
• Act as the primary commercial relationship contact and internal customer advocate.
• Ensure customers feel valued, supported, and informed.

2. Account Ownership & Customer Intelligence

• Manage a defined portfolio of existing customer accounts.
• Research and understand customers' businesses, hosting environments, products, and usage.
• Prioritize accounts based on strategic importance, customer health, retention risk, and growth potential.
• Maintain accurate account information, customer interactions, and next steps in CRM systems.
• Develop account plans for priority customers.

3. Proactive Engagement & Retention

• Identify potential customer concerns before they develop into larger problems.
• Monitor customer satisfaction, support history, engagement, and hosting requirements.
• Recognize early churn indicators, including recurring technical issues, performance concerns, and dissatisfaction.
• Coordinate with Support and technical teams to address customer concerns and ensure follow-through.
• Follow up proactively after significant support issues or service changes.
• Improve customer loyalty, satisfaction, and long-term retention.

4. Hosting & WordPress Infrastructure Knowledge

• Maintain a good working understanding of web hosting infrastructure and WordPress hosting environments.
• Understand key hosting components, including web servers, databases, PHP, storage, DNS, and SSL.
• Be familiar with shared hosting, managed WordPress hosting, VPS, dedicated servers, and cloud hosting.
• Understand the role of caching, CDNs, security, backups, and website performance.
• Confidently discuss common hosting requirements, website migrations, reliability, and scalability with customers.
• Recognize hosting challenges and involve technical specialists when deeper investigation is required.

Advanced WordPress development, coding, server administration, or complex troubleshooting is not required.

5. Customer Growth & Opportunity Identification

• Understand customers' future plans, including new websites, business expansion, and changing hosting needs.
• Identify opportunities for additional hosting services, upgrades, or website migrations.
• Explore whether customers have additional websites or infrastructure hosted with other providers.
• Recognize opportunities with agencies and businesses managing multiple WordPress websites.
• Collaborate with Sales and Technical Sales on qualified commercial or infrastructure opportunities.
• Focus on delivering customer value through consultative conversations rather than aggressive selling.

6. Internal Collaboration & Reporting

• Work closely with Support, Sales, Technical Sales, Product, and Operations.
• Escalate customer concerns appropriately and ensure clear follow-through.
• Share customer feedback, recurring issues, and improvement opportunities internally.
• Maintain accurate CRM records, customer notes, engagement history, and account plans.
• Report on customer satisfaction, retention risks, engagement activity, and potential opportunities.

Success Measures

• Quality and strength of customer relationships.
• Proactive customer engagement and regular customer check-ins.
• Customer satisfaction and positive feedback.
• Customer retention and churn reduction.
• Customer account understanding and documentation.
• Effective identification and resolution of customer concerns.
• Relevant customer growth and expansion opportunities identified.
• Quality of CRM records and account management.
• Effective collaboration with internal teams.

Requirements

Skills & Experience

Essential

• 2+ years of experience in Customer Success, Account Management, Customer Support, Sales, or a related customer-facing role.
• Experience in web hosting, technology, digital services, or a related industry.
• Good working knowledge of web hosting and WordPress infrastructure.
• Practical understanding of web servers, databases, DNS, SSL, caching, CDNs, and website performance.
• Familiarity with managed WordPress hosting, shared hosting, VPS, and cloud hosting.
• Strong interpersonal, communication, and relationship-building skills.
• Proactive approach to customer engagement and problem prevention.
• Ability to understand customer hosting requirements and communicate effectively with technical teams.
• Strong organizational skills and experience with CRM or customer management systems.
• Commercial awareness and the ability to recognize relevant customer growth opportunities.

Desirable

• Previous experience with a web hosting or managed WordPress hosting provider.
• Experience supporting or managing WordPress hosting customers.
• Experience working with digital agencies, developers, resellers, or businesses managing multiple websites.
• Familiarity with website migrations, hosting performance, and common WordPress challenges.
• Experience managing high-value customer relationships or identifying retention risks.

Key Behaviours

Relationship-focused: Builds trust and meaningful, long-term customer relationships.

Proactive: Takes initiative to engage customers and address potential issues early.

Customer-focused: Prioritizes customer satisfaction and long-term value.

Technically comfortable: Understands hosting and WordPress infrastructure without needing to be a technical specialist.

Curious: Seeks to understand customer businesses, technical environments, and future requirements.

Reliable and organized: Follows through on commitments and maintains accurate customer records.

Collaborative: Works effectively with internal teams to deliver a positive customer experience.

Commercially aware: Recognizes opportunities to help customers grow through relevant hosting services.

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. 
• Is a fast moving, agile company. We are energetic, and we hustle. You should be able to move at pace and be self-motivated. 
• Performance-based incentives.  

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.