Customer Success Manager (Cloud & Hosting)

TL;DR

Customer Success Manager (Cloud & Hosting): Serve as primary point of contact for clients in managed cloud and hosting services with an accent on SLA/KPI monitoring, service reviews, and driving improvements. Focus on managing client relationships, handling escalations, identifying recurring issues, and aligning internal teams on priorities and structural enhancements.

Location: hirify.global Alkmaar, Netherlands (onsite)

Company

hirify.global provides managed cloud and hosting services with a focus on digital/IT service delivery.

What you will do

• Build and maintain long-term client relationships, ensuring managed services meet agreed standards.
• Monitor SLAs, KPIs, and contractual scope; conduct service reviews and drive improvements.
• Manage client service rhythm including reporting, actions, and follow-ups.
• Lead communication during incidents/escalations, ensuring ownership and resolutions.
• Identify risks/opportunities, escalate leads, and collaborate with engineers and stakeholders.
• Drive structural improvements for recurring issues without involvement in day-to-day operations.

Requirements

• Fluent spoken and written English
• Completed HBO (Bachelor) or equivalent relevant experience.
• 5+ years in digital/IT environment (managed services, platforms, DevOps preferred).
• 2+ years in customer success, service management, or delivery roles.
• Experience with SLAs, KPIs, service reviews, escalation management.
• Working knowledge of ITIL, incident/change processes; DevOps affinity.
• Technical background in development and hosting; Microsoft certifications and/or Azure experience.
• Experience in corporate environments with politically sensitive stakeholders.

Nice to have

• Experience with Jira, ServiceNow, or similar tools.
• Familiarity with cloud/platform environments (AWS/Azure).

Culture & Benefits

• Work closely with engineers while operating on the client side.
• Space and mandate to professionalize client collaboration and service quality monitoring.
• Tech-driven environment comfortable for working with specialists.