About the Role
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.
Key Responsibilities
- 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
