hosting.com

Customer Success Manager

• **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 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, 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 & 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.