Account Manager (UK)

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.What the job involvesOwn 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-havesAccount 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 havePrevious 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.