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Customer Success Associate, Managed WordPress Hosting
Support retention and growth for hosting.com’s managed WordPress customers by advising on hosting environments, resolving concerns, and identifying relevant service opportunities.
Сипаттама
- Develop trusted, long-term relationships with assigned customers across hosting.com and its brands.
- Engage customers proactively through regular check-ins, account reviews, and ongoing communication.
- Learn each customer’s business, websites, hosting needs, environment, and future plans.
- Serve as the primary commercial contact and an internal advocate for customers.
- Manage an assigned portfolio of existing customer accounts.
- Research customer businesses, products, hosting environments, and usage patterns.
- Prioritize accounts by strategic value, customer health, retention risk, and growth potential.
- Keep CRM records current, including account details, interactions, next steps, notes, engagement history, and account plans.
- Detect customer concerns, churn signals, technical issues, performance problems, and dissatisfaction early.
- Coordinate with Support and technical teams to resolve concerns and ensure appropriate follow-through.
- Proactively contact customers after significant support incidents or service changes.
- Advise customers on hosting needs, website migrations, reliability, and scalability.
- Recognize hosting challenges and involve technical specialists when deeper investigation is needed.
- Identify relevant opportunities for additional hosting services, upgrades, and website migrations.
- Investigate websites or infrastructure the customer may host with other providers.
- Partner with Sales and Technical Sales on qualified commercial and infrastructure opportunities.
- Collaborate closely with Support, Sales, Technical Sales, Product, and Operations.
- Share customer feedback, recurring problems, and potential improvements with internal teams.
- Report on customer satisfaction, retention risks, engagement activity, and potential opportunities.
- Strengthen customer loyalty, satisfaction, long-term retention, and relevant account growth.
Талаптар
- At least two years of experience in Customer Success, Account Management, Customer Support, Sales, or a related customer-facing role.
- Background in web hosting, technology, digital services, or a related industry.
- Working knowledge of web hosting and WordPress infrastructure.
- Practical understanding of web servers, databases, DNS, SSL, caching, CDNs, and website performance.
- Familiarity with managed WordPress, shared, VPS, and cloud hosting environments.
- Strong interpersonal, communication, and relationship-building abilities.
- Proactive approach to customer engagement and preventing problems.
- Ability to understand hosting requirements and communicate effectively with technical teams.
- Strong organization skills and experience using CRM or customer management systems.
- Commercial awareness and ability to identify relevant customer growth opportunities.
- Preferred: Experience with a web hosting or managed WordPress hosting provider.
- Preferred: Experience supporting or managing WordPress hosting customers.
- Preferred: Experience working with digital agencies, developers, resellers, or businesses managing multiple websites.
- Preferred: Familiarity with website migrations, hosting performance, and common WordPress issues.
- Preferred: Experience managing high-value customer relationships or identifying retention risks.
Артықшылықтар
- Join a global, purpose-driven team working to build a trusted hosting company.
- Work in a fast-moving, agile environment with an energetic company culture.
- Performance-based incentives are available.