{"id":2140795,"url":"https://alion.io/job/hosting-com-customer-success-associate-managed-wordpress-hosting","title":"Customer Success Associate -Agency Hosting","company":{"id":4758,"name":"Hosting.com","domain":"hosting.com","url":"https://alion.io/company/hosting-com","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DNS","optional":false},{"name":"PHP","optional":false},{"name":"WordPress","optional":false},{"name":"Agile","optional":true}],"status":"live","first_seen_at":"2026-10-12T18:31:36Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T20:08:26Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":1},"description":"About Us\nWe’ve got an incredible brand - now we’re busy creating the legend behind it. At hosting.com, we’ve set out to redefine the new standard for what web hosting should be - one that is authentically human, deeply trusted, and built on shared success.\nOur aim and promise is bold: to become the world’s most trusted hosting company. If you’re eager to contribute your time and talent to something bigger that people will talk about long after your work is done - hosting.com is your place. If you want to do that work with and alongside incredible humans who care about each other, our customers and the work we do- it’s at hosting.com. If you believe the best success is always shared success, with your teammates, for your customers - hosting.com is your next work home.\nAt hosting.com, we’re not just hosting websites. Although we do a great job of that for millions of websites. We’re helping our customers tell their stories and connect with their people. Creating product experiences that helps them do that. Being there when they need us. And earning trust, day by day, by showing up and giving our best.\nAll because we care about each other’s success. Our team is 750+ strong and growing, spread across the globe.\nWe can’t do this alone. Come join the journey. And help us build something better, together.\nAbout the Role\nThe Customer Success Associate (CSA) is responsible for building and maintaining strong, long-term relationships with existing customers across Hosting.com and its sub-brands, with a particular focus on WordPress hosting customers.\nThe role focuses on proactive customer engagement, understanding customer businesses and hosting environments, ensuring customer satisfaction, improving retention, and identifying opportunities to deliver additional value.\nThe CSA acts as the primary relationship owner and internal voice of the customer. Rather than waiting for customers to contact Support, the CSA proactively engages with customers to understand their needs, identify potential challenges, and help them get the most value from their hosting services.\nA good working understanding of web hosting and WordPress infrastructure is important, enabling the CSM to confidently discuss hosting requirements, website performance, migrations, and infrastructure-related needs with customers.\nKey Responsibilities\n1. Customer Relationship Management\nBuild and maintain trusted, long-term relationships with assigned customers.\nProactively engage customers through regular check-ins, account reviews, and ongoing communication.\nUnderstand customers' businesses, websites, hosting requirements, and future plans.\nDevelop relationships with business owners, digital agencies, developers, and technical stakeholders.\nAct as the primary commercial relationship contact and internal customer advocate.\nEnsure customers feel valued, supported, and informed.\n2. Account Ownership & Customer Intelligence\nManage a defined portfolio of existing customer accounts.\nResearch and understand customers' businesses, hosting environments, products, and usage.\nPrioritize accounts based on strategic importance, customer health, retention risk, and growth potential.\nMaintain accurate account information, customer interactions, and next steps in CRM systems.\nDevelop account plans for priority customers.\n3. Proactive Engagement & Retention\nIdentify potential customer concerns before they develop into larger problems.\nMonitor customer satisfaction, support history, engagement, and hosting requirements.\nRecognize early churn indicators, including recurring technical issues, performance concerns, and dissatisfaction.\nCoordinate with Support and technical teams to address customer concerns and ensure follow-through.\nFollow up proactively after significant support issues or service changes.\nImprove customer loyalty, satisfaction, and long-term retention.\n4. Hosting & WordPress Infrastructure Knowledge\nMaintain a good working understanding of web hosting infrastructure and WordPress hosting environments.\nUnderstand key hosting components, including web servers, databases, PHP, storage, DNS, and SSL.\nBe familiar with shared hosting, managed WordPress hosting, VPS, dedicated servers, and cloud hosting.\nUnderstand the role of caching, CDNs, security, backups, and website performance.\nConfidently discuss common hosting requirements, website migrations, reliability, and scalability with customers.\nRecognize hosting challenges and involve technical specialists when deeper investigation is required.\nAdvanced WordPress development, coding, server administration, or complex troubleshooting is not required.\n5. Customer Growth & Opportunity Identification\nUnderstand customers' future plans, including new websites, business expansion, and changing hosting needs.\nIdentify opportunities for additional hosting services, upgrades, or website migrations.\nExplore whether customers have additional websites or infrastructure hosted with other providers.\nRecognize opportunities with agencies and businesses managing multiple WordPress websites.\nCollaborate with Sales and Technical Sales on qualified commercial or infrastructure opportunities.\nFocus on delivering customer value through consultative conversations rather than aggressive selling.\n6. Internal Collaboration & Reporting\nWork closely with Support, Sales, Technical Sales, Product, and Operations.\nEscalate customer concerns appropriately and ensure clear follow-through.\nShare customer feedback, recurring issues, and improvement opportunities internally.\nMaintain accurate CRM records, customer notes, engagement history, and account plans.\nReport on customer satisfaction, retention risks, engagement activity, and potential opportunities.\nSuccess Measures\nQuality and strength of customer relationships.\nProactive customer engagement and regular customer check-ins.\nCustomer satisfaction and positive feedback.\nCustomer retention and churn reduction.\nCustomer account understanding and documentation.\nEffective identification and resolution of customer concerns.\nRelevant customer growth and expansion opportunities identified.\nQuality of CRM records and account management.\nEffective collaboration with internal teams.\nRequirements\nSkills & Experience\nEssential\n2+ years of experience in Customer Success, Account Management, Customer Support, Sales, or a related customer-facing role.\nExperience in web hosting, technology, digital services, or a related industry.\nGood working knowledge of web hosting and WordPress infrastructure.\nPractical understanding of web servers, databases, DNS, SSL, caching, CDNs, and website performance.\nFamiliarity with managed WordPress hosting, shared hosting, VPS, and cloud hosting.\nStrong interpersonal, communication, and relationship-building skills.\nProactive approach to customer engagement and problem prevention.\nAbility to understand customer hosting requirements and communicate effectively with technical teams.\nStrong organizational skills and experience with CRM or customer management systems.\nCommercial awareness and the ability to recognize relevant customer growth opportunities.\nDesirable\nPrevious experience with a web hosting or managed WordPress hosting provider.\nExperience supporting or managing WordPress hosting customers.\nExperience working with digital agencies, developers, resellers, or businesses managing multiple websites.\nFamiliarity with website migrations, hosting performance, and common WordPress challenges.\nExperience managing high-value customer relationships or identifying retention risks.\nKey Behaviours\nRelationship-focused: Builds trust and meaningful, long-term customer relationships.\nProactive: Takes initiative to engage customers and address potential issues early.\nCustomer-focused: Prioritizes customer satisfaction and long-term value.\nTechnically comfortable: Understands hosting and WordPress infrastructure without needing to be a technical specialist.\nCurious: Seeks to understand customer businesses, technical environments, and future requirements.\nReliable and organized: Follows through on commitments and maintains accurate customer records.\nCollaborative: Works effectively with internal teams to deliver a positive customer experience.\nCommercially aware: Recognizes opportunities to help customers grow through relevant hosting services.\nBenefits\nWhy You’ll Love It Here\n Be part of a global, purpose-driven team building one of the world’s most trusted hosting companies. \nIs a fast moving, agile company. We are energetic, and we hustle. You should be able to move at pace and be self-motivated. \nPerformance-based incentives. \nOur Values\nBe Pragmatic. Be Trusted. Be Energetic. Be Accountable. Be Respectful. Be Innovative.\nAt Hosting.com, success is always shared - with our people, our customers, and our communities.","description_format":"text","description_chars":8810,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Web Hosting & VPS"],"lifecycle":[{"event":"open","at":"2026-10-09T03:06:20Z"},{"event":"close","at":"2026-10-09T09:55:19Z"},{"event":"reopen","at":"2026-10-12T06:07:06Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":36,"reasons":["conf:0","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/hosting-com-customer-success-associate-managed-wordpress-hosting","json_url":"https://alion.io/job/hosting-com-customer-success-associate-managed-wordpress-hosting.json","meta":{"generated_at":"2026-10-13T20:55:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":32065,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4758},"rest":"https://alion.io/mcp/rest/get_company?id=4758"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhosting-com-customer-success-associate-managed-wordpress-hosting"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhosting-com-customer-success-associate-managed-wordpress-hosting"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhosting-com-customer-success-associate-managed-wordpress-hosting"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hosting-com-customer-success-associate-managed-wordpress-hosting\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhosting-com-customer-success-associate-managed-wordpress-hosting"}]}