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Open role · Customer Success
Account Manager (UK)
Look after our UK customers: make sure they get the best from the platform, know exactly who to contact, and hear from a real person before they need to ask.
- United Kingdom (remote)
- Monday to Friday, UK business hours
- Full-time
About the role
What you would be doing, and who with.
Snappyhost is one of the UK's fastest-growing hosting companies. We run fast, reliable hosting for agencies, developers and business owners, on LiteSpeed and NVMe servers in the UK and the US, fronted by a CDN with 78 locations. Our customers chose us for the speed and stay because a real person answers, understands and helps.
This role owns that relationship for our UK customers. You will be the person they know by name: checking in before there is a problem, making sure they are getting the best out of the platform they pay for, and making sure they always know who to contact when they need anything. When something does go wrong, you are the one who keeps them informed and sees it through with the support team.
You would be joining a growing team that cares about genuinely human replies and support that makes a customer's day easier. It is a role with real influence: what you hear from customers shapes our processes, our guides and the platform itself.
Day to day
What the job involves.
- Own a portfolio of UK customers, from agencies with many client sites to single-site business owners, and be their named point of contact.
- Run regular check-ins and reviews so customers get the best from the platform: the right plan, the features they are not using yet, and the migrations or upgrades that would help.
- Make sure every customer knows exactly who to contact, and how, for sales, billing, support and anything else, so nobody is left guessing.
- Be the customer's voice inside the company: raise their issues with support and the platform team, keep them informed, and follow through until it is sorted.
- Spot customers at risk early, understand why, and act on it. Spot growth too, and help customers take it when it fits them.
- Handle renewals, plan changes and upsells honestly. No shock renewals, no selling what a customer does not need.
- Keep accurate notes in the CRM so anyone in the team can pick up a conversation where you left it.
- Write and improve the guides, onboarding steps and processes that help customers succeed, and help build the company forward as we grow.
Must-haves
What you need to bring.
You should be genuinely comfortable with every one of these. The practical session is built around them.
Account management
Experience looking after a book of business customers, ideally in hosting, SaaS, telecoms or IT services.
Hosting literacy
You can explain hosting, domains, email, SSL and migrations in plain English, and know when to bring an engineer in.
Human communication
Warm, clear and honest on the phone, on video and in writing. You write like a person, not a template.
Organisation
You keep on top of many accounts, follow-ups and renewals without anything falling through the cracks.
Commercial sense
Comfortable with renewals, upgrades and pricing conversations, and know the difference between helping and pushing.
Problem ownership
When a customer has an issue you own it end to end, chase it internally and keep them updated until it is fixed.
CRM and tooling
Comfortable with a CRM and a billing platform such as WHMCS, and quick to pick up new tools.
Fast learner
The platform, the products and the processes change often. You pick things up quickly and enjoy it.
Nice to have
Helpful, not required.
- Previous work at a web host, agency or MSP.
- Experience with WHMCS, cPanel, Enhance or Plesk from the customer side.
- Experience onboarding customers or running customer success programmes.
- A head for numbers: churn, retention and account growth.
What we offer
The deal.
Remote, UK-based
Work from anywhere in the UK. No office days, no relocation.
UK business hours
Monday to Friday, in step with the customers you look after.
Customers worth helping
Agencies, developers and business owners who notice a real reply and say thank you for it.
A growing team
Support engineers and a platform team who will back you up when a customer needs more than words.
Room to grow
A fast-growing company where you help shape the process and build the company forward, so new responsibility arrives quickly.
Learn on the job
Product and platform training, so you can talk to customers with confidence.
Apply
Tell us about customers you have looked after.
A link to your CV or LinkedIn and a few honest lines about your experience is all we need to start. A real person reads every application.
- We reply to every applicant, usually within five working days.
- Your details are used for this application only, and kept no longer than needed.
- Questions first? Ask us anything before you apply.