Strategic CSM — Cloud & Hosting Growth & Retention

Hosting.Com; Bunbury; Sur place; AUD 90 000 - 120 000; Plein temps

Résumé du poste

Hosting.com is seeking a Customer Success Manager to own a defined portfolio of existing customers and drive retention, upsell, and infrastructure opportunities across hosting, domains, VPS, and cloud services.

You will build account intelligence, manage relationships with stakeholders, and coordinate with Technical Sales when deeper technical discovery is needed. A data-driven, proactive approach is essential.

Qualifications

• 3–5+ years in Customer Success, Account Management, Sales, or related customer-facing role.
• Experience in technology, SaaS, hosting, domains, cloud, infrastructure, or digital services.
• Strong relationship-building and stakeholder management skills.
• Commercial mindset with ability to identify growth and retention opportunities.
• Ability to translate customer needs into commercial opportunities.

Responsabilités

• Own a defined portfolio of Hosting.com accounts and manage relationships.
• Prioritize accounts by spend, value, churn risk, growth potential, region, and size.
• Understand customer business, current Hosting.com products, spend, satisfaction, and future needs.
• Develop account plans highlighting risks, opportunities, stakeholders, and actions.
• Maintain accurate account information in CRM and internal systems.
• Build trusted relationships with operational, technical, and executive stakeholders.
• Act as the primary commercial contact for assigned accounts.
• Understand customer goals and success measures; conduct regular reviews.
• Ensure customers receive value and remain satisfied with Hosting.com.
• Monitor health, usage, engagement, and support activity to identify churn risks.
• Coordinate action plans to retain customers; escalate issues as needed.
• Identify opportunities for upsell, cross-sell, and infrastructure migration.
• Qualify opportunities with a structured discovery approach.

Connaissances

Relationship-building

Stakeholder management

CRM systems

Account management

Analytical mindset

Outils

CRM systems

Description du poste

Hosting.com is seeking a Customer Success Manager to own a defined portfolio of existing customers and drive retention, upsell, and infrastructure opportunities across hosting, domains, VPS, and cloud services.

You will build account intelligence, manage relationships with stakeholders, and coordinate with Technical Sales when deeper technical discovery is needed. A data-driven, proactive approach is essential.