{"id":2503065,"url":"https://alion.io/job/ultahost-customer-success-manager","title":"Customer Success Manager","company":{"id":1792005,"name":"Ultahost","domain":"ultahost.com","url":"https://alion.io/company/ultahost","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":{"grade":"B","score":80,"open_postings":81,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["LS"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":8000,"max_usd":21000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1152},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"WordPress","optional":false},{"name":"PHP","optional":true}],"status":"live","first_seen_at":"2026-07-15T16:03:04Z","employer_posted_date":"2026-07-15","last_verified_at":"2026-11-01T11:14:09Z","board_verified":true,"closed_at":null,"days_open":108,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":108},"description":"About UltaHost:\nUltaHost 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.\nWe 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.\nThis is not a purely operational role. It is a strategic position that directly impacts company growth, customer loyalty, and revenue expansion.\nAbout the Role\nThe 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.\nThis role requires someone who:\nManages VIP clients directly\nMonitors and proactively supports high-value accounts\nMaintains consistent and proactive communication\nIs fluent and confident in English (written & spoken)\nCan professionally handle night shift responsibilities\nExcels in communication, relationship management, and retention\nKey Responsibilities\n1-Strategic Customer Management\nDevelop and continuously improve the company’s Customer Success strategy\nDefine and manage customer segmentation (Enterprise, SMB, Developers, Agencies, etc.)\nMap and optimize the full customer lifecycle (Onboarding → Adoption → Renewal → Upsell)\nConduct churn analysis and implement retention strategies\n2-VIP & High-Value Account Management\nPersonally manage VIP and enterprise-level clients\nConduct regular business reviews and strategic check-ins\nMonitor SLA compliance and ensure service excellence\nIdentify early risk signals and proactively prevent churn\nAct as the primary liaison between customers and internal teams\n3-Proactive Communication & Retention Leadership\nIdentify “at-risk” customers using behavioral and operational data\nEngage directly with customers considering cancellation\nProvide tailored retention offers and strategic solutions\nTrack and improve NPS, CSAT, churn, and renewal rates\nBuild long-term, trust-based client relationships\n4-Hosting Product Consulting\nProvide strategic guidance on VPS, Dedicated Servers, WordPress Hosting, Domains, and security services\nRecommend performance and security optimizations\nCoordinate custom infrastructure solutions for enterprise clients\nEnsure customers maximize the value of their services\n5-Upsell & Cross-Sell Optimization\nIdentify upgrade opportunities (VPS → Dedicated, RAM/CPU/Storage upgrades)\nRecommend premium support and security add-ons\nCollaborate with the Sales team to drive account expansion\nIncrease customer lifetime value (LTV)\n6-Crisis & Escalation Management\nPersonally handle dissatisfied or high-risk customers via phone when necessary\nApply empathy, active listening, and solution-oriented communication\nLead cross-team resolution efforts during service incidents\nEscalate critical cases to leadership when required\n7-Ticket Quality & Process Optimization\nEnsure customer communication is clear, empathetic, accurate, and professional\nMonitor SLA performance (response & resolution times)\nImprove ticket categorization, routing, and prioritization\nAnalyze recurring issues and propose operational improvements\nSupport documentation and automation initiatives\nQualifications\nMinimum 4+ years of experience in Customer Success, Account Management, or similar roles within web hosting, cloud infrastructure, SaaS, or related technology sectors\nFluent and confident English communication skills (written & verbal)\nStrong interpersonal and relationship management abilities\nProven experience in customer retention and churn reduction\nExperience managing VIP or enterprise-level accounts\nAbility to handle night shifts professionally and consistently\nStrong crisis management and conflict resolution skills\nAnalytical mindset with the ability to interpret performance data\nExperience in hosting, cloud infrastructure, or technical services is a strong advantage\nNice to Have\nExperience working with web hosting technologies (VPS, Dedicated Servers, Shared Hosting, WordPress Hosting)\nFamiliarity with cloud infrastructure environments\nHands-on experience with ticket management and helpdesk systems\nExperience using WHMCS or similar hosting automation and billing platforms\nUnderstanding of cPanel, Plesk, or other hosting control panels\nBasic knowledge of server performance, security configurations, and infrastructure optimization\nFamiliarity with SLA tracking and service quality monitoring tools\nExperience working in a remote-first, globally distributed team environment\nWhat We Offer\nBe part of a rapidly growing global technology company.\nLead and shape a high-impact, customer-facing organization.\nInfluence company-wide performance and customer retention.\nWork in a dynamic, performance-driven environment.\nCompetitive salary package.","description_format":"text","description_chars":5137,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Lesotho","iso":"LS","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Internet Services","Web Hosting & 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