VIP Customer Success Leader for Global Hosting

UltaHost; Kraków; On-site; PLN 120,000 - 180,000; Full time

Job summary

UltaHost is seeking a strategic Customer Success Manager & VIP Account Manager in Poland. You will own end-to-end customer journeys for VIP/high-value accounts, reducing churn and expanding wallet share while guiding hosting product choices and security services.

You will collaborate with Sales and support teams, conduct regular business reviews, and ensure proactive, clear communication to maintain long-term client partnerships.

Qualifications

• 4+ years in Customer Success, Account Management, or similar roles within hosting/tech sectors.
• Fluent English communication (written & spoken).
• 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.

Responsibilities

• Strategically manage the customer journey from onboarding to renewal and expansion.
• Directly manage VIP and enterprise clients with regular business reviews.
• Monitor SLA compliance and drive service excellence.
• Coordinate hosting product guidance across VPS, Dedicated, WordPress hosting, domains, and security services.
• Drive upsell and cross-sell through collaboration with Sales.
• Handle high-risk cases and escalations with empathy and resolution focus.
• Improve ticket quality, routing, and documentation.

Skills

Customer Success

Account Management

Web hosting

Cloud infrastructure

SaaS

Data analysis

Tools

WHMCS

cPanel

Plesk

CRM systems

Ticketing systems

Job description

UltaHost is seeking a strategic Customer Success Manager & VIP Account Manager in Poland. You will own end-to-end customer journeys for VIP/high-value accounts, reducing churn and expanding wallet share while guiding hosting product choices and security services.

You will collaborate with Sales and support teams, conduct regular business reviews, and ensure proactive, clear communication to maintain long-term client partnerships.