Customer Success Manager (Data Center)

Location: European Headquarters - London, United Kingdom

Company

hirify.global operates a European portfolio serving hyperscale customers and data centre facilities.

What you will do

• Act as the primary post-delivery contact for hyperscale customers, building relationships with executive and operational stakeholders.
• Own account-level service governance, including SLA attainment, availability, incident response, service reviews, and Quarterly Business Reviews.
• Lead escalations, complaints, root-cause accountability, corrective actions, and customer communication during major incidents.
• Monitor customer health across engagement, service performance, financial health, capacity utilisation, renewals, churn risk, and expansion opportunities.
• Support deployment transitions into steady-state operations, coordinate customer audits, and maintain customer-specific operational playbooks.
• Drive service maturity, reporting standardisation, monitoring coverage, incident prevention, and continuous improvement across accountable teams.

Requirements

• Experience leading customer relationships and operational service delivery in a matrix organisation through influence rather than line authority.
• Ability to manage service metrics, contractual SLAs, availability, incident response and resolution times, and SLA credits or penalties.
• Experience leading governance forums, including monthly service reviews and Quarterly Business Reviews.
• Ability to manage escalations, coordinate communications during major incidents, and drive corrective actions through closure.
• Experience using data and KPI insights to identify risks, trends, and improvement opportunities.
• Ability to coordinate with Operations, Service Delivery, Compliance, Security, Implementation, Sales, Finance, Construction, and Governance teams.
• Ability to support customer audits, maintain audit readiness and SLA traceability, and validate operational controls.
• Ability to follow site access, health, safety, and environmental requirements when visiting data centre facilities.

Culture & Benefits

• Work in a matrix organisation and contribute to the global Customer Success community.
• Collaborate across European and global functions to standardise account management and share good practice.
• Promote a strong health, safety, and environmental culture with customers and colleagues.
• hirify.global is an equal opportunity employer and provides reasonable accommodation for qualified individuals with disabilities in accordance with applicable laws.