Customer Success Manager

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 systems

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.

6. 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.