Overview

The Digital Cloud BU is focused on the customer set who’s JTBD is to build websites.  This role is part of a specialized BU, delivering specialized service and support to these organizations. This role exists to fix a specific pattern: customers cycling between a support agent, a CSM, and an AE who only shows up to sell; and never feeling like anyone actually owns them. The Hybrid CSM is that single owner. They don't resolve technical issues themselves — the pod's SAs and Tier 2/3 support (now BU-aligned) do that — but they own making sure the right expertise gets pulled in, the customer isn't left guessing, and the issue gets closed. They also own the commercial side of the existing relationship: expansion, upsell, cross-sell, and annual-contract conversion.  This role is responsible for Net Revenue Retention (NRR) for their book of accounts.

Responsibilities

• Serve as the single, named point of contact for an assigned set of accounts.
• Run the cadence of proactive check-ins, QBRs, and roadmap conversations.
• Build enough depth in each account's business (not just their ticket history) to spot risk and opportunity early.
• Triage incoming issues and bring in the right SA / Tier 2 / Tier 3 resource to resolve them.
• Own the communication throughout — status, timeline, follow-up — so the customer never has to chase an update.
• Track recurring or systemic issues and feed them into the pod's product conversation.
• Own upsell, cross-sell, and annual-contract conversion within the assigned book.
• Carries a commission structure tied to expansion/retention within the book.
• Articulate the product roadmap to customers in the cohort's voice, connecting it to what the account is trying to build.
• Maintain account notes and context at a standard that lets any pod member step in seamlessly.
• Participate in shared pod knowledge-sharing so cohort expertise lives with the team.
• Feed customer-surfaced product issues and opportunities into the pod's standing product conversation.
• Partner closely with the Team Lead, who maintains direct involvement in the cohort’s highest-priority strategic accounts, while retaining ownership of the day-to-day management and customer experience across the full assigned book of business.
• Collaborate with Account Executives (AEs) regarding new-logo acquisition. Following the initial sale, assume ownership of the customer relationship and identify and manage expansion opportunities within the existing customer base.
• Engage Solutions Architects (SAs) and Business Unit-aligned Tier 2 and Tier 3 Support teams as needed to support technical investigation, issue resolution, and customer outcomes.
• Perform other duties as assigned. 

What Success Looks Like

• Reduction in churn
• Expansion/upsell within the existing book hits target — sourced from account knowledge and timing, not a bolt-on sales motion.
• Annual-contract conversion rate improves within the assigned book.
• Net Revenue Retention (NRR) increases

Required Qualifications

• Experience owning a customer relationship end-to-end — account management, customer success, or a hybrid of both — including at least some strategic (not purely transactional) relationship-building.
• Comfortable carrying a commercial number without the conversation feeling sales-first.
• Organized enough to keep account context documented and current for continuity, not just in their own head.
• Confident coordinating technical resources (SAs, support tiers) without being the one who resolves the issue.

Preferred Qualifications

• Prior experience in a role that blended support/success and commercial ownership.
• Technical fluency sufficient to triage credibly before handing off.
• Experience in a vertical SaaS or agency-adjacent business.

Work Environment

The physical demands described here are representative of those that must be met by an individual to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• While performing the essential duties of this job, the individual is regularly required to speak and hear
• While performing the essential duties of this job, the individual is regularly required to use hands for keyboarding, gross manipulation, and fine manipulation
• Works at a desk and computer screen for extended periods of time
• Works in a traditional climate controlled office environment or from home
• Works in a highly stressful environment dealing with a wide variety of challenges, deadlines and diverse employee population

Disclaimer

This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Liquid Web Inc. reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains “at will”. 

Equal Employment Opportunity Policy: Liquid Web is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.

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