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Open nowPosted 109 days ago

Customer Success Manager

UltaHost208 open roles

Where
Tbilisi
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Your applicationOpen nowCustomer Success ManagerUltaHost · Tbilisi

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The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: posted 109 days ago

The posting

About UltaHost:

UltaHost 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.

We 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.

This is not a purely operational role. It is a strategic position that directly impacts company growth, customer loyalty, and revenue expansion.

About the Role

The 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.

This role requires someone who:

  • Manages VIP clients directly
  • Monitors and proactively supports high-value accounts
  • Maintains consistent and proactive communication
  • Is fluent and confident in English (written & spoken)
  • Can professionally handle night shift responsibilities
  • Excels in communication, relationship management, and retention

Key Responsibilities

1-Strategic Customer Management

  • Develop and continuously improve the company’s Customer Success strategy
  • Define and manage customer segmentation (Enterprise, SMB, Developers, Agencies, etc.)
  • Map and optimize the full customer lifecycle (Onboarding → Adoption → Renewal → Upsell)
  • Conduct churn analysis and implement retention strategies

2-VIP & High-Value Account Management

  • Personally manage VIP and enterprise-level clients
  • Conduct regular business reviews and strategic check-ins
  • Monitor SLA compliance and ensure service excellence
  • Identify early risk signals and proactively prevent churn
  • Act as the primary liaison between customers and internal teams

3-Proactive Communication & Retention Leadership

  • Identify “at-risk” customers using behavioral and operational data
  • Engage directly with customers considering cancellation
  • Provide tailored retention offers and strategic solutions
  • Track and improve NPS, CSAT, churn, and renewal rates
  • Build long-term, trust-based client relationships

4-Hosting Product Consulting

  • Provide strategic guidance on VPS, Dedicated Servers, WordPress Hosting, Domains, and security services
  • Recommend performance and security optimizations
  • Coordinate custom infrastructure solutions for enterprise clients
  • Ensure customers maximize the value of their services

5-Upsell & Cross-Sell Optimization

  • Identify upgrade opportunities (VPS → Dedicated, RAM/CPU/Storage upgrades)
  • Recommend premium support and security add-ons
  • Collaborate with the Sales team to drive account expansion
  • Increase customer lifetime value (LTV)

6-Crisis & Escalation Management

  • Personally handle dissatisfied or high-risk customers via phone when necessary
  • Apply empathy, active listening, and solution-oriented communication
  • Lead cross-team resolution efforts during service incidents
  • Escalate critical cases to leadership when required

7-Ticket Quality & Process Optimization

  • Ensure customer communication is clear, empathetic, accurate, and professional
  • Monitor SLA performance (response & resolution times)
  • Improve ticket categorization, routing, and prioritization
  • Analyze recurring issues and propose operational improvements
  • Support documentation and automation initiatives

Qualifications

  • Minimum 4+ years of experience in Customer Success, Account Management, or similar roles within web hosting, cloud infrastructure, SaaS, or related technology sectors
  • Fluent and confident English communication skills (written & verbal)
  • Strong interpersonal and relationship management abilities
  • Proven experience in customer retention and churn reduction
  • Experience managing VIP or enterprise-level accounts
  • Ability to handle night shifts professionally and consistently
  • Strong crisis management and conflict resolution skills
  • Analytical mindset with the ability to interpret performance data
  • Experience in hosting, cloud infrastructure, or technical services is a strong advantage

Nice to Have

  • Experience working with web hosting technologies (VPS, Dedicated Servers, Shared Hosting, WordPress Hosting)
  • Familiarity with cloud infrastructure environments
  • Hands-on experience with ticket management and helpdesk systems
  • Experience using WHMCS or similar hosting automation and billing platforms
  • Understanding of cPanel, Plesk, or other hosting control panels
  • Basic knowledge of server performance, security configurations, and infrastructure optimization
  • Familiarity with SLA tracking and service quality monitoring tools
  • Experience working in a remote-first, globally distributed team environment

What We Offer

  • Be part of a rapidly growing global technology company.
  • Lead and shape a high-impact, customer-facing organization.
  • Influence company-wide performance and customer retention.
  • Work in a dynamic, performance-driven environment.
  • Competitive salary package.
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