Customer Success Manager

Ultahost, inc; Daerah Khusus Ibukota Jakarta; On-site; IDR 214,247,455 - 267,809,319; Full time

Benefits offered by this job

Be part of a growing global technology company

Lead a high-impact organization

Work in a dynamic environment

Job summary

Ultahost, inc in Jakarta is seeking a strategic Customer Success Manager responsible for managing key accounts and enhancing customer retention. The ideal candidate should possess over 4 years of experience in similar roles within the web hosting or technology sectors.

This role requires strong English communication skills and the ability to manage VIP clients effectively. The position offers the opportunity to contribute directly to the company's growth and success.

Qualifications

• Minimum of 4 years experience in Customer Success, Account Management, or similar roles.
• Fluent in English, both written and verbal.
• Experience managing VIP or enterprise-level accounts.

Responsibilities

• Manage VIP clients directly and monitor high-value accounts.
• Conduct churn analysis and implement retention strategies.
• Provide strategic guidance on hosting products and services.

Skills

Customer retention

Relationship management

Communication

Crisis management

Analytical skills

Education

4+ years experience in Customer Success or Account Management

Tools

WHMCS

cPanel

Job description

UltaHost is a fast-growing global web hosting provider, delivering high-performance infrastructure and exceptional customer experiences to clients worldwide. We operate in a highly dynamic and technology-driven environment where service reliability, technical excellence, and customer satisfaction are at the core of everything we do.

We are seeking a strategic, proactive, and relationship-driven Customer Success Manager to lead high-value account management, strengthen customer retention, and elevate the overall customer experience across our global portfolio.

This is not a purely operational role. It is a strategic position that directly impacts company growth, customer loyalty, and revenue expansion.

About the Role

The Customer Success Manager owns the customer journey end-to-end from onboarding to active usage, renewal, and expansion. This role focuses on managing VIP and high-value accounts, reducing churn, driving retention, and building long-term partnerships with our customers.

This role requires someone who:

• Manages VIP clients directly
• Monitors and proactively supports high-value accounts
• Maintains consistent and proactive communication
• Is fluent and confident in English (written & spoken)
• Can professionally handle night shift responsibilities
• Excels in communication, relationship management, and retention

Key Responsibilities

1-Strategic Customer Management

• Develop and continuously improve the company’s Customer Success strategy
• Define and manage customer segmentation (Enterprise, SMB, Developers, Agencies, etc.)
• Map and optimize the full customer lifecycle (Onboarding → Adoption → Renewal → Upsell)
• Conduct churn analysis and implement retention strategies

2-VIP & High-Value Account Management

• Personally manage VIP and enterprise-level clients
• Conduct regular business reviews and strategic check-ins
• Monitor SLA compliance and ensure service excellence
• Identify early risk signals and proactively prevent churn
• Act as the primary liaison between customers and internal teams
• Identify “at-risk” customers using behavioral and operational data
• Engage directly with customers considering cancellation
• Provide tailored retention offers and strategic solutions
• Track and improve NPS, CSAT, churn, and renewal rates
• Build long-term, trust-based client relationships

4-Hosting Product Consulting

• Provide strategic guidance on VPS, Dedicated Servers, WordPress Hosting, Domains, and security services
• Recommend performance and security optimizations
• Coordinate custom infrastructure solutions for enterprise clients
• Ensure customers maximize the value of their services

5-Upsell & Cross-Sell Optimization

• Recommend premium support and security add-ons
• Collaborate with the Sales team to drive account expansion
• Increase customer lifetime value (LTV)

6-Crisis & Escalation Management

• Personally handle dissatisfied or high-risk customers via phone when necessary
• Apply empathy, active listening, and solution-oriented communication
• Escalate critical cases to leadership when required

7-Ticket Quality & Process Optimization

• Ensure customer communication is clear, empathetic, accurate, and professional
• Monitor SLA performance (response & resolution times)
• Improve ticket categorization, routing, and prioritization
• Analyze recurring issues and propose operational improvements
• Support documentation and automation initiatives

Qualifications

• Minimum 4+ years of experience in Customer Success, Account Management, or similar roles within web hosting, cloud infrastructure, SaaS, or related technology sectors
• Fluent and confident English communication skills (written & verbal)
• Strong interpersonal and relationship management abilities
• Proven experience in customer retention and churn reduction
• Experience managing VIP or enterprise-level accounts
• Ability to handle night shifts professionally and consistently
• Strong crisis management and conflict resolution skills
• Analytical mindset with the ability to interpret performance data
• Experience in hosting, cloud infrastructure, or technical services is a strong advantage

Nice to Have

• Experience working with web hosting technologies (VPS, Dedicated Servers, Shared Hosting, WordPress Hosting)
• Familiarity with cloud infrastructure environments
• Hands-on experience with ticket management and helpdesk systems
• Experience using WHMCS or similar hosting automation and billing platforms
• Understanding of cPanel, Plesk, or other hosting control panels
• Basic knowledge of server performance, security configurations, and infrastructure optimization
• Familiarity with SLA tracking and service quality monitoring tools
• Experience working in a remote-first, globally distributed team environment

What We Offer

• Be part of a rapidly growing global technology company.
• Lead and shape a high-impact, customer-facing organization.
• Influence company-wide performance and customer retention.
• Work in a dynamic, performance-driven environment.