Customer Success Manager Job at UltaHost

Customer Success Manager

UltaHost

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Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

UltaHost is hiring a Customer Success Manager (CSM) to take ownership of customer relationships, improve user onboarding, and increase account retention. You will be the primary contact for key customers after their purchase, guiding them through platform setup, answering operational questions, and ensuring long-term satisfaction with UltaHost’s services. You’ll work closely with support, product, and sales to reduce churn, monitor satisfaction, and ensure customers fully experience the value of our hosting solutions.

Job Responsibility:

Own and manage customer onboarding processes from signup to active usage
Proactively engage with customers to ensure satisfaction and encourage product adoption
Build long-term relationships with high-value accounts, helping them expand services
Monitor client usage, detect churn risks, and re-engage inactive users
Collect and report customer feedback to product and support teams
Coordinate with support team to resolve complex issues and escalate as needed
Identify upsell and cross-sell opportunities and coordinate with the sales team
Develop success plans for key accounts based on hosting type and goals
Track NPS, churn rate, and retention metrics
Create onboarding materials, guides, and videos for common customer needs

Requirements:

4+ years of experience in customer success, account management, or SaaS onboarding
Strong understanding of web hosting (VPS, shared, dedicated, domains)
Excellent written and verbal communication skills
Customer-first mindset and a track record of improving retention
Ability to manage multiple accounts and maintain organized follow-ups
Familiarity with CRM or success platforms (e.g., HubSpot, Intercom, Zoho)
Experience working with support or technical teams to solve problems
English fluency (Arabic, Turkish, or Russian is a bonus)

Nice to have:

Experience in web hosting, SaaS, or technical account management
Familiarity with WHMCS, cPanel, and Proxmox is a plus
Comfort with video conferencing, screen recording, and tutorial creation
Understanding of success metrics like NPS, LTV, CAC, and activation rate

What we offer:

Competitive salary with performance-based bonuses
Remote flexibility
Autonomy to build and lead success strategies for global customers
Fast-moving environment with real impact on user growth and satisfaction
Collaboration with technical, product, and leadership teams

Additional Information:

Job Posted:
February 24, 2026

Employment Type:

Fulltime

Work Type:

Remote work

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