Customer Success Associate - Agency Hosting

hosting.com

20h

About The Position

The Customer Success Associate (CSA) builds and maintains strong, long-term relationships with existing Hosting.com and sub-brand customers, particularly WordPress hosting customers. The role focuses on proactive engagement, understanding customers’ businesses and hosting environments, improving satisfaction and retention, and identifying opportunities to deliver additional value. The CSA serves as the primary commercial relationship contact and internal voice of the customer, proactively identifying needs and challenges rather than waiting for customers to contact Support. A working understanding of web hosting and WordPress infrastructure is needed to discuss hosting requirements, performance, migrations, and infrastructure-related needs with customers. Advanced WordPress development, coding, server administration, and complex troubleshooting are not required. The CSA manages a defined portfolio of accounts, maintains customer and account information in CRM systems, develops account plans for priority customers, coordinates with internal teams to resolve concerns, and identifies relevant growth opportunities through consultative conversations. Success is measured through relationship quality, proactive engagement, satisfaction, retention, account understanding and documentation, resolution of concerns, relevant growth opportunities, CRM quality, and internal collaboration.

Requirements

At least 2 years of experience in Customer Success, Account Management, Customer Support, Sales, or a related customer-facing role.
Experience in web hosting, technology, digital services, or a related industry.
Good 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 hosting, shared hosting, VPS, and cloud hosting.
Strong interpersonal, communication, and relationship-building skills.
Proactive approach to customer engagement and problem prevention.
Ability to understand customer hosting requirements and communicate effectively with technical teams.
Strong organizational skills and experience with CRM or customer management systems.
Commercial awareness and ability to recognize relevant customer growth opportunities.

Nice To Haves

Previous experience with a web hosting or managed WordPress hosting provider.
Experience supporting or managing WordPress hosting customers.
Experience working with digital agencies, developers, resellers, or businesses managing multiple websites.
Familiarity with website migrations, hosting performance, and common WordPress challenges.
Experience managing high-value customer relationships or identifying retention risks.

Responsibilities

Build and maintain trusted, long-term relationships with assigned customers.
Proactively engage customers through regular check-ins, account reviews, and ongoing communication.
Understand customers’ businesses, websites, hosting requirements, and future plans; develop relationships with business owners, digital agencies, developers, and technical stakeholders.
Act as the primary commercial relationship contact and internal customer advocate, ensuring customers feel valued, supported, and informed.
Manage a defined portfolio of existing customer accounts; research customer businesses, hosting environments, products, and usage; prioritize accounts by strategic importance, health, retention risk, and growth potential.
Maintain accurate account information, interactions, next steps, CRM records, customer notes, engagement history, and account plans.
Identify potential customer concerns and early churn indicators, monitor satisfaction and support history, and coordinate with Support and technical teams to address concerns and ensure follow-through.
Follow up proactively after significant support issues or service changes and work to improve customer loyalty, satisfaction, and retention.
Maintain working knowledge of hosting infrastructure and WordPress environments; discuss common hosting requirements, migrations, reliability, and scalability, and involve technical specialists when needed.
Understand customers’ future plans and identify relevant opportunities for additional services, upgrades, migrations, or hosting for additional websites and infrastructure.
Collaborate with Sales and Technical Sales on qualified commercial or infrastructure opportunities, using consultative conversations rather than aggressive selling.
Work with Support, Sales, Technical Sales, Product, and Operations; escalate concerns, share customer feedback and recurring issues, and report on satisfaction, retention risks, engagement, and opportunities.