Customer Success Manager (Cloud & Hosting)

TL;DR

Customer Success Manager (Cloud & Hosting): Managing client relationships, ensuring managed services meet agreed-upon standards with an accent on SLA and KPI monitoring, and driving service improvements. Focus on communication, expectation management, and translating client needs into actionable priorities for engineering teams.

Location: Hybrid - hirify.global Alkmaar

Company

hirify.global is a human-first technology company delivering technology that truly matters.

What you will do

• Own and manage client service rhythm including service reviews, reporting, actions, and follow-up.
• Track SLA performance and contractual scope to ensure agreements are clear and realistic.
• Escalate leads when needed and ensure transparent communication with stakeholders.
• Identify recurring issues and drive structural improvements with relevant teams.
• Manage risks and opportunities in the partnership and align with Account and Service Delivery teams.

Requirements

• Completed HBO (Bachelor) education or equivalent relevant work experience.
• 5+ years of experience in a digital/IT environment (preferably managed services, platforms, or DevOps context).
• 2+ years of experience in customer success, service management, service delivery, or a comparable role.
• Experience with SLAs, KPIs, service reviews, and escalation management.
• Working knowledge of ITIL and incident/change processes; affinity with DevOps ways of working.
• Technical background in both development and hosting.
• Microsoft certification(s) and/or Microsoft Azure experience.
• Experience working in a corporate environment and politically sensitive stakeholder landscapes.
• You speak and write English fluently.

Nice to have

• Experience with tools such as Jira, ServiceNow, or similar.
• Familiarity with cloud/platform environments (AWS/Azure) is a plus.

Culture & Benefits

• Our people are a true cross-section of society.
• We welcome everybody and respect individual identities.
• We are convinced that diversity stimulates creativity and ensures innovations.