Customer Success Manager – VIP & High-Value Accounts

About the role

UltaHost is looking for a proactive Customer Success Manager to own the end‑to‑end journey of VIP and high‑value accounts. The role combines strategic account planning with hands‑on support to drive adoption, renewal and expansion across the company’s global hosting portfolio.

Key responsibilities

• Develop and continuously improve the Customer Success strategy, including segmentation and lifecycle mapping (onboarding → adoption → renewal → upsell).
• Personally manage VIP and enterprise clients, conduct regular business reviews and monitor SLA compliance.
• Identify at‑risk customers using behavioral data, propose tailored retention offers and track NPS, CSAT, churn and renewal metrics.
• Provide product consulting on VPS, dedicated servers, WordPress hosting, domains and security services, recommending performance and security optimisations.
• Collaborate with Sales to uncover upsell and cross‑sell opportunities, increasing customer lifetime value.
• Handle crisis situations and escalations, acting as the primary liaison between customers and internal teams.

Required profile

• Proven experience managing VIP or enterprise‑level accounts.
• Excellent written and spoken English communication skills.
• Ability to work night‑shift hours and respond to urgent customer needs.
• Strong relationship‑building and retention focus.

Required skills

• VPS hosting knowledge.
• Dedicated server expertise.
• WordPress hosting experience.
• Domain management.
• Security services awareness.