Customer Success Manager & VIP Account Manager

UltaHost; Town of Poland (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

UltaHost is seeking a strategic Customer Success Manager & VIP Account Manager to lead high-value relationships across our global hosting portfolio. You will own the customer journey from onboarding to renewal, reduce churn, and drive revenue expansion through premium support and upsell opportunities.

The role requires fluent English, outstanding communication and relationship management, and the ability to navigate night shifts in a globally distributed, remote-first environment.

Qualifications

• 4+ years in Customer Success or Account Management in hosting, SaaS or cloud tech.
• Fluent English communication (written & verbal).
• Strong interpersonal and relationship skills.
• Proven retention and churn-reduction experience.
• Experience managing VIP or enterprise accounts.
• Ability to handle night shifts professionally.
• Crisis management and data-driven decision making.
• Hosting/cloud experience is a strong plus.

Responsibilities

• Develop and execute the Customer Success strategy for VIP and high-value accounts.
• Conduct regular business reviews and strategic check-ins with clients.
• Monitor SLA compliance and ensure service excellence.
• Identify early churn signals and implement retention plans.
• Act as primary liaison between customers and internal teams.
• Drive upsell and cross-sell opportunities to grow account value.
• Handle crisis/escalations with empathy and solution focus.
• Improve ticket quality, routing, and knowledge base with automation.

Skills

Customer Success

Account Management

Relationship management

Churn reduction

VIP accounts

Night shifts

Analytics

Tools

WHMCS

Job description

Customer Success Manager & VIP Account Manager

Poland

Full-Time

About UltaHost:

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.