Role Description The Customer Success Manager is responsible for managing and developing a portfolio of existing Hosting.com customers. The role focuses on understanding who our customers are, what they use Hosting.com for, how satisfied they are, where risks exist, and where opportunities for retention, upsell, cross-sell, or infrastructure expansion may exist. The CSM acts as the customer relationship owner and internal voice of the customer. A key part of the role is to build account intelligence across assigned customers, especially top-spend and high-potential accounts, and identify where Hosting.com can provide additional value through hosting, domains, VPS, dedicated servers, bare metal, cloud infrastructure, or cost optimization. The CSM qualifies commercial and infrastructure opportunities and hands them over to Technical Sales when deeper technical discovery is required. The CSM is expected to help grow revenue within their assigned customer portfolio by 10% through improved retention, upsell, cross-sell, and qualified infrastructure opportunities handed over to Technical Sales. What You'll Do - Account Ownership & Customer Intelligence - Manage a defined portfolio of existing Hosting.com customer accounts. - Prioritize accounts based on spend, strategic value, churn risk, growth potential, region, and opportunity size. - Understand each customer’s business, industry, current Hosting.com products, spend level and future needs. - Build account plans for key customers, including risks, opportunities, stakeholders, and next actions. - Maintain accurate account information in CRM and internal systems. - Customer Relationship Management - Build trusted relationships with operational, technical, and executive stakeholders. - Act as the primary commercial relationship contact for assigned accounts. - Understand customer goals, business priorities, and success measures. - Run regular customer check-ins and business reviews for priority accounts. - Ensure customers receive value from Hosting.com and remain satisfied. - Retention & Customer Health - Monitor customer health, usage, engagement, support activity, and satisfaction. - Identify churn risks early and coordinate action plans to retain customers. - Escalate customer issues internally and ensure follow-through. - Work with Support, Product, Operations, Sales, and Technical Sales to resolve blockers. - Expansion & Infrastructure Opportunity Discovery - Identify opportunities for upsell, cross-sell, product expansion, and infrastructure migration. - Understand whether customers have cost, performance, support, scaling, or flexibility challenges with current providers. - Assess whether Hosting.com could reduce customer infrastructure costs, improve service, or provide better infrastructure for the same or lower spend. - Qualify opportunities using a structured discovery approach, including Situation, Pain, Impact, Critical Event, and Decision. - Handover to Technical Sales - Identify when an opportunity requires deeper technical discovery. - Prepare clear handovers for Technical Sales, including customer background, current products, spend, external providers, estimated opportunity size, timeline, decision makers, and open technical questions. - Support Technical Sales through the opportunity process by maintaining the customer relationship and commercial context. - Reporting & Insights - Track customer health, churn risk, expansion potential, engagement activity, and opportunity pipeline. - Report key insights from customers to leadership, Product, Support, Operations, and Sales. - Use customer data to identify trends, risks, and growth opportunities across the account base. Qualifications - 3–5+ years of experience in Customer Success, Account Management, Sales, Customer Experience or another customer-facing commercial role. - Experience in technology, SaaS, hosting, domains, cloud, infrastructure, or digital services. - Strong relationship-building and stakeholder management skills. - Commercial mindset with the ability to identify growth and retention opportunities. - Ability to understand customer business models and translate needs into commercial opportunities. - Strong communication, questioning, and discovery skills. - Analytical mindset and confidence working with customer, usage, and revenue data. - Experience using CRM systems and maintaining structured account records. - Ability to manage multiple accounts and priorities in a fast-moving environment. - Experience with hosting, domains, VPS, dedicated servers, bare metal, cloud infrastructure, or managed services. - Experience managing strategic or high-value accounts. - Experience collaborating with technical sales, solution engineering, product, support, and operations teams.

• Drive strategic innovation and transformation initiatives in the space of AI, RPA & Data Science • Lead, mentor, and manage a team of application developers • Collaborate with senior leadership to define and develop innovation strategies • Monitor industry trends and provide insights for new initiatives • Identify areas of opportunities for cost savings within the team • Provide technical leadership on application architecture • Promote a culture of continuous improvement using agile methodologies

• Leads the team responsible for ICSR management for a selected project or group of projects as Team Leader and Line Manages ICSR staff • Ensures adequate distribution of tasks for assigned projects and teams and oversees the workflow process • Assures and exerts of activities leading to effective cooperation with clients in the area of ICSR Management • Contributes to achieving company´s goals and objectives • Works under supervision of ICSR Operational Lead • Providing support to other activities undertaken by the project team on behalf of the client and the company • Creates and maintains project specific KPIs for contracted ICSR activities (this includes optimizing procedures, trainings and any other actions to increase ICSR team efficiency) • Proposes process changes to ICSR Operational Lead • Manages ICSR deviations with ICSR Operational Lead support • Reviews trackers and timesheet data and ensures accuracy • Is involved in ICSR processing and 2nd QC of cases • Support other departments, as approved and instructed by ICSR Operational Lead • Operates as the assigned team SME • Supporting the RA & PV Network Department as needed, including acting as the LCPPV (Local Contact Person for Pharmacovigilance) for the specified country and taking on the role of PRLS (Person Responsible for Local Screening) for the designated language, as agreed with the line manager

• Leads the team responsible for ICSR management for a selected project or group of projects as Team Leader and Line Manages ICSR staff • Ensures adequate distribution of tasks for assigned projects and teams and oversees the workflow process • Assures and exerts of activities leading to effective cooperation with clients in the area of ICSR Management • Contributes to achieving company´s goals and objectives • Works under supervision of ICSR Operational Lead • Providing support to other activities undertaken by the project team on behalf of the client and the company • Creates and maintains project specific KPIs for contracted ICSR activities (this includes optimizing procedures, trainings and any other actions to increase ICSR team efficiency) • Proposes process changes to ICSR Operational Lead • Manages ICSR deviations with ICSR Operational Lead support • Reviews trackers and timesheet data and ensures accuracy • Is involved in ICSR processing and 2nd QC of cases • Support other departments, as approved and instructed by ICSR Operational Lead • Operates as the assigned team SME • Supporting the RA & PV Network Department as needed, including acting as the LCPPV (Local Contact Person for Pharmacovigilance) for the specified country and taking on the role of PRLS (Person Responsible for Local Screening) for the designated language, as agreed with the line manager