VIP Customer Success & Enterprise 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

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.