Customer Success Manager
RemoteAustralia
Job Summary
Manage a portfolio of existing Hosting.com customers by prioritizing accounts based on spend, strategic value, and churn risk. Build account intelligence and plans for key stakeholders, tracking health metrics, usage, and satisfaction to identify retention opportunities and early churn signals. Act as the primary commercial relationship owner, conducting regular business reviews and coordinating with Support, Product, and Operations to resolve blockers. Qualify infrastructure and commercial expansion opportunities for upsell, cross-sell, and migration, then prepare detailed handovers for Technical Sales. Grow revenue within the assigned portfolio by 10% through improved retention and qualified opportunity generation.
Required Qualifications
- 3–5+ years of experience in Customer Success, Account Management, Sales, Customer Experience, or another customer-facing commercial role
- Experience in technology, SaaS, hosting, domains, cloud, infrastructure, or digital services
- Strong relationship-building and stakeholder management skills
- Commercial mindset with the ability to identify growth and retention opportunities
- Ability to understand customer business models and translate needs into commercial opportunities
- Strong communication, questioning, and discovery skills
- Analytical mindset and confidence working with customer, usage, and revenue data
- Experience using CRM systems and maintaining structured account records
- Ability to manage multiple accounts and priorities in a fast-moving environment
- Experience with hosting, domains, VPS, dedicated servers, bare metal, cloud infrastructure, or managed services
- Experience managing strategic or high-value accounts
- Experience collaborating with technical sales, solution engineering, product, support, and operations teams
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