Customer Success Manager & VIP Account Manager

About the role

We are looking for a proactive Customer Success Manager who will own the end‑to‑end journey of our VIP and high‑value customers. The role combines strategic account management, retention, and product consulting to drive loyalty and revenue growth for our global web‑hosting portfolio.

Key responsibilities

• Develop and continuously improve the Customer Success strategy, defining customer segmentation and mapping the full lifecycle from onboarding to renewal and upsell.
• Personally manage VIP and enterprise accounts, conduct regular business reviews, monitor SLA compliance and act early on risk signals to prevent churn.
• Identify at‑risk customers using behavioural data, engage directly with them, and deliver tailored retention offers.
• Provide strategic guidance on VPS, Dedicated Servers, WordPress Hosting, domain and security services, and coordinate custom infrastructure solutions for enterprise clients.
• Identify upgrade opportunities, collaborate with Sales to drive cross‑sell and upsell, and increase customer lifetime value.
• Handle crisis situations and escalations, acting as the primary liaison between customers and internal teams.

Required profile

• Proven experience managing VIP or enterprise‑level accounts in a SaaS or hosting environment.
• Excellent written and spoken English with the ability to work night‑shift schedules.
• Strong communication, relationship‑building and retention skills.
• Proactive, strategic mindset with a focus on customer success metrics.

Required skills

• VPS hosting
• Dedicated server management
• WordPress hosting expertise
• Domain management
• Security services knowledge