Service Relationship Manager (Cybersecurity)

Location: Australia — Sydney or Melbourne

Company

hirify.global is a cybersecurity company focused on protecting people, devices, and data through networking and security solutions.

What you will do

• Manage the customer success journey for assigned Advanced Support customers and maximize adoption and value.
• Consult with customers to understand business priorities and build and maintain Success Plans.
• Act as the trusted advisor and primary contact for Services and Support, coordinating internal teams and external stakeholders.
• Monitor service delivery against operational KPIs, produce weekly and quarterly reports, and deliver Quarterly Service Reviews.
• Manage technical and service escalations, facilitate resolution activities, and provide customer-facing and executive updates.
• Establish customer governance, support account alignment, identify renewal and revenue opportunities, and drive process improvements.

Requirements

• Previous Service Delivery and/or Customer Success experience, ideally in a technology or SaaS environment.
• Ability to understand technical concepts and translate them into business-focused, value-centric language.
• Strong consultative relationship-building, communication, analytical, organizational, influencing, and execution skills.
• Ability to manage conflicting priorities, adapt under pressure, and lead collaboration across virtual teams.
• Relevant high-level telecommunications, cybersecurity, or internetworking knowledge is desirable.
• Bachelor’s degree or equivalent education; ITIL Foundation certification is desirable.

Nice to have

• ITIL Foundation certification.
• Technical experience in telecommunications, cybersecurity, or internetworking.

Culture & Benefits

• Inclusive and diverse work environment.
• Total Rewards package supporting health and financial well-being.
• Opportunity to contribute to solutions used by more than 660,000 customers worldwide.